The Information & Communication Technology (ICT) Engineer - Technical Support Desk role provides first-level IT support to end users by managing incidents and service requests through ManageEngine. The position troubleshoots hardware, software, network, printer, and scanner issues while coordinating escalations, maintaining accurate documentation, and supporting achievement of service-level agreement targets.
Responsibilities
Log, track, update, and resolve incident and service request tickets through ManageEngine, ensuring timely resolution and accurate documentation
Deliver first-level technical support to end users, resolving hardware, software, network, printer, and scanner issues within service-level agreement targets
Coordinate with original equipment manufacturers and vendors regarding hardware repairs, software issues, and warranty services
Coordinate with customers on preventive maintenance activities and maintain accurate records
Escalate complex technical issues to higher-level support teams when required
Create and maintain technical documentation, standard operating procedures, and knowledge base articles to improve support efficiency
Follow IT security policies, data protection standards, and best practices when supporting users and systems
Requirements
2–3 years of experience handling network, server, and PC support tickets
Good English communication skills
Level 1 knowledge of routing, switching, and basic firewall configuration and operations
Basic knowledge of Wi-Fi configuration and operations
Knowledge of vendor management
Basic understanding of Microsoft Active Directory roles, backup servers, and file servers
Experience troubleshooting PC recovery, Windows, and hardware-related issues, including coordination with original equipment manufacturers
Level 1 knowledge of closed-circuit television and access control systems
Ability to prioritise tasks, manage multiple tickets, and work within service-level agreement targets
About the company
A multinational company in the information and communication technology industry providing IT infrastructure and related technology services. Its solutions support business customers across a range of industries in India and international markets.