Service Desk Agent (L1/L2) – Technical Support Engineer

About the role

We are looking for a Service Desk Agent (L1/L2) to join our IT Support team in Chennai. You will be the first point of contact for end‑users, providing prompt technical assistance via phone, email and chat while ensuring a smooth user experience.

Key responsibilities

• Provide first‑level IT support through phone, email and chat channels.
• Log, categorize, prioritize and resolve incidents and service requests.
• Troubleshoot Windows OS, desktops, laptops, printers and software issues.
• Support Microsoft 365 applications such as Outlook, Teams and OneDrive.
• Perform password resets, account unlocks and basic Active Directory administration.
• Maintain accurate ticket documentation and meet SLA targets.
• Escalate unresolved issues to L2/L3 support teams.
• Contribute to knowledge‑base creation and process improvements.

Required profile

• 2–6 years of experience in Service Desk, IT Support or Helpdesk roles.
• Bachelor’s degree or diploma in IT, Computer Science or a related field.
• Strong verbal and written communication skills in English.

Required skills

• Windows Operating System
• Microsoft 365 (Outlook, Teams, OneDrive)
• Ticketing tools – ServiceNow, Jira, Remedy, Freshservice or similar
• Basic Active Directory user administration
• VPN troubleshooting
• Exchange Online support
• ITIL Foundation knowledge