01Overview
This is a full-time, on-site ICT Engineer - Technical Support Desk role based in Gurugram.
The role involves providing first- and second-level technical support for ICT infrastructure, including networks, systems, and security solutions, to enterprise customers.
Daily responsibilities include:
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 to ensure high service quality and customer satisfaction.
Qualifications & Experience
Minimum 2-3 years working experience in working on Network and Server/PC support tickets.
L1 level knowledge of routing/switching & basic Firewall configuration & working.
Good verbal and written communication skills.
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.
Relevant qualifications such as a diploma or bachelor's degree in computer science, Information Technology, Electronics, or related field are preferred.
Industry certifications (e.g., CCNA, CompTIA Network+, Microsoft certifications certifications). .
