Technical Support / Service Desk Engineer

Company: Aquilasys Inc.

Location: Hyderabad, Telangana

Position: Technical Support / Service Desk Engineer

Experience: 1 – 5 Years

Job Type: Full-time | Permanent

Job Description (Full JD)

Key Responsibilities:

1. Technical Support (L1):

• Provide Level-1 technical support to clients via phone, email, and ticketing system.
• Troubleshoot hardware, software, and basic network-related issues.
• Resolve user issues related to desktops, laptops, printers, and peripherals.

2. Microsoft & Cloud Support:

• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Handle basic Azure-related access and connectivity issues.
• Assist users with password resets, account lockouts, and user access permissions.

3. Incident & Ticket Management:

• Log, track, and update support tickets accurately in the helpdesk system.
• Follow SLAs and escalate unresolved issues to L2/L3 teams when required.
• Ensure timely resolution and proper closure of support tickets.

4. Customer Interaction:

• Communicate clearly and professionally with end users.
• Provide step-by-step guidance and solutions in a simple manner.
• Maintain high customer satisfaction and service quality standards.

5. Documentation & Reporting:

• Document troubleshooting steps and resolutions for future reference.
• Create basic user guides and FAQs for common issues.
• Report recurring issues to management and technical teams.

6. Team Coordination:

• Work closely with internal IT teams and engineers.
• Participate in shift handovers and daily support meetings.
• Follow company IT policies and security guidelines.

Required Skills & Qualifications:

• 1–5 years of experience in IT Helpdesk / Technical Support / Service Desk.
• Good knowledge of Windows OS and basic networking concepts (LAN, WAN, DNS).
• Hands-on experience with Microsoft 365 applications.
• Familiarity with ticketing tools (ServiceNow, Freshdesk, Zoho Desk, etc.).
• Good communication skills in English (verbal & written).

Preferred Skills:

• Basic knowledge of Azure or cloud services.
• ITIL Foundation certification (added advantage).
• Experience working in shift-based environments.

Education:

• Any Graduate / B.Tech / BCA / MCA / Diploma (IT-related preferred).

Salary:

• As per experience and interview performance.