Junior Service Desk Engineer

About the Role

• Work as a Junior Service Desk / Helpdesk / Desktop Support Engineer, providing first-level IT support.
• Provide technical assistance to global users through calls, chats, and tickets.
• Log, prioritize, and manage incidents and service requests in the ticketing system as per defined SLAs.
• Recognize, diagnose, and resolve basic technical issues by engaging with users and following standard troubleshooting steps.
• Troubleshoot issues related to operating systems, MS Office applications, email, internet connectivity, and peripheral devices.
• Escalate or route complex issues to next-level IT support teams following standard procedures.
• Maintain proper documentation of incidents, solutions, and user interactions.
• Follow IT policies, processes, and information security guidelines.
• Work in night shifts to support users across the USA and other global locations.

Requirements & Tech Stack

• Engineering / Science graduate (or equivalent qualification).
• Fresher experience.
• Strong verbal and written communication skills in English.
• Basic hands-on knowledge of laptops, desktops, and peripherals.
• Understanding of operating systems (Windows) and MS Office tools.
• Good problem solving and analytical skills.
• Ready to work in rotational shifts covering 24/7 support.

What Would Be Nice To Have

• Strong problem-solving mindset and willingness to learn.
• Ability to quickly grasp new tools, technologies, and processes.
• Good customer service orientation and teamwork skills.

Key Competencies

• Customer Focus
• Communication & Collaboration
• Analytical Thinking
• Learning Agility
• Process Adherence