Desktop Support Engineer

Grootan Technologies


Date: 4 hours ago
City: Chennai, Tamil Nadu
Contract type: Full time
Responsibilities

  • Provide remote IT support to Australian clients, providing and taking ownership of Level technical issues requiring troubleshooting, ensuring high-quality resolution and excellent customer service.
  • Ticket Management and Resolution.
  • Handle Level 1 Tickets.
  • Troubleshoot and resolve Level 1 issues, including Windows and macOS OS-level problems and application-related incidents.
  • Perform root cause analysis for recurring issues and document resolutions in the knowledge base.

Systems And Applications Support

  • Microsoft 365 administration (user management, mailbox troubleshooting, licensing, Teams, SharePoint, and OneDrive issues).
  • Endpoint management and troubleshooting for Windows 10/11 and macOS.
  • Printer, scanner, and peripheral setup/troubleshooting.

Network And Security Support (Basic)

  • Basic firewall and switch alert reviews (with escalation where required).
  • Security policy application (MFA, conditional access, AV alerts, patch compliance).

Server Support (Basic)

  • Monitoring and responding to server alerts.
  • Basic Windows Server user and group administration.
  • Checking and reporting on backup status.
  • Restarting services or servers as per SOPs.
  • Escalating complex server issues to Level 2 and 3 Senior Engineers.

Customer Interaction

  • Directly liaise with end-users via phone, email, Teams, or ticket updates.
  • Provide clear, non-technical explanations when required.
  • Follow SLA timelines for ticket responses and resolutions.

Documentation And Process Adherence

  • Accurately document troubleshooting steps, resolutions, and any changes made.
  • Follow change management processes where applicable.
  • Contribute to and maintain internal and client-facing documentation.

Requirements

  • Minimum 5 years in a Service Desk or Technical Support role (including Level 2 exposure).
  • Strong experience with Microsoft 365 administration.
  • Proficiency in Windows 10/11 troubleshooting; macOS knowledge desirable.

Basic Windows Server Administration Skills

  • Basic networking knowledge (DHCP, DNS, VLANs, firewall concepts).
  • Familiarity with RMM tools and ticketing systems (Autotask preferred).
  • Strong written and verbal English communication skills.
  • Ability to work autonomously while following defined processes.

This job was posted by Thamizh Selvan DK from Grootan Technologies.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Network Engineer

ACT FIBERNET, Chennai, Tamil Nadu
1 day ago
This job is provided by apna.co About Atria Convergence Technologies Ltd:ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh,...

Technical Author

Capgemini, Chennai, Tamil Nadu
4 days ago
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for...

Full Stack Engineer

Verizon, Chennai, Tamil Nadu
5 days ago
When you join VerizonYou want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving...