PR/110754 | ICT Engineer: Technical Support Desk

Managed incident and service request tickets using ManageEngine, ensuring timely resolution and accurate documentation.

Log, track, update, and resolve incidents and service requests using ticketing tool- Manage Engine

Deliver first-level technical support to end users, resolving hardware, software, network, printer, and scanner issues within SLA targets.

Coordinated with OEMs and vendors for hardware repairs, software issues, and warranty services.

Coordinated with customers for preventive maintenance activities and maintained accurate records.

Escalated complex technical issues to higher-level support teams when required.

Create and maintain technical documentation, SOPs, and knowledge base articles to improve support efficiency.

Follow IT security policies, data protection standards, and best practices while supporting users and systems.

Minimum 2-3 years working experience in working on Network and Server/PC support tickets.

Good communication skills in English.

L1 level knowledge of routing/switching & basic Firewall configuration & working.

Basic knowledge of Wi-Fi configuration and working.

Vendor management knowledge.

Basic understanding of Microsoft AD roles, Backup server & File server basic understanding.

PC troubleshooting for recovery, windows issues & hardware related issues (coordination with OEM).

L1 level knowledge of CCTV, Access control.

Ability to prioritize tasks, manage multiple tickets and work within SLA targets.