Information Technology Engineer

Job description

**Job location: Pune/Bangalore/Hyderabad** **Role Overview** We are seeking a customer-focused and proactive Service Desk Technician to provide first-line IT support for our customer environment. The role involves handling incidents, service requests, user queries, and ensuring timely resolution while maintaining high customer satisfaction and adherence to SLAs. **Language Skills (Mandatory):** - **Fluent French language proficiency (spoken and written) is mandatory.** - Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French. - Strong English communication skills for collaboration with global support teams and internal stakeholders. - Knowledge of German and/or Italian will be considered an added advantage. - French language proficiency (B2/C1 level or equivalent) is mandatory. **Key Responsibilities** - Act as the first point of contact for all IT-related incidents and service requests. - Log, categorize, prioritize, and track tickets using the ITSM tool. - Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications. - Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles. - Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required. - Monitor ticket queues and ensure SLA compliance. - Communicate effectively with Swiss users through phone, email, chat, and ticketing systems. - Maintain accurate documentation of incidents, resolutions, and workarounds. - Participate in shift handovers and operational reviews. - Contribute to knowledge management and continuous service improvement initiatives. - Perform remote troubleshooting through diagnostic techniques and pertinent questions - Record events and problems and their resolution in logs - Follow-up and update customer status and information - Pass on any feedback or suggestions by customers to the appropriate internal team - Identify and suggest possible improvements on procedures - Create and update support documentation in accordance with standards to improve future troubleshooting efforts - Follow ITIL-based processes for Incident, Request, and Problem Management. **Required Skills & Qualifications** - Bachelor's degree or diploma in Computer Science, IT, or related field. - Experience in IT Service Desk or Technical Support. - Good understanding of: - Windows 10/11 - Microsoft 365 (Outlook, Teams, OneDrive) - Active Directory - VPN and Remote Access Solutions - Network fundamentals (LAN/WAN/Wi-Fi) - ITSM tools such as ServiceNow