Service Desk Engineer

First American (India)

. Identify and resolve complex issues reported by users and system requests .

Posted 11/3/2026full-timeRemote • IndiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving complex IT issues, managing multiple customer accounts, and ensuring compliance with software license agreements. Proficient in supporting and maintaining desktop and laptop environments, with a strong focus on customer support and adherence to Service Level Agreements.

Highest-signal resume keywords

Troubleshooting Desktops And LaptopsCustomer Support SkillsTicketing Tools Such As ServiceFirstWindows 10 And Microsoft Office 2016 SupportRemote Access Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingConfigurationPreventative MaintenanceServer UpdatesUser Profile ManagementNetwork BasicsHardware InstallationSoftware InstallationTicket ManagementSystem Uptime Maintenance

Soft Skills

Excellent Customer SupportMultitaskingPrioritizationEffective CommunicationProblem Solving

Tools & Technologies

ServiceFirstRemote Access SystemsWindows 10Microsoft Office 2016PrintersPeripherals

Industry Keywords

Service Level AgreementsSoftware License ComplianceIT InfrastructureCustomer Accounts ManagementTechnical Support

About the role

Key responsibilities & impact

Identify and resolve complex issues reported by users and system requests
Handle high-priority tickets
Maintain user and system uptime through effective remote problem solving
Work with outside resources and vendors to deliver effective resolutions
Manage multiple customer accounts
Resolve support tickets according to Service Level Agreements and customer policies/procedures
Configure hardware and software to customer specifications
Support desktop computers, laptops, peripherals, and mobile devices
Evaluate new product versions and recommend upgrade schedules
Set up and troubleshoot domains, user accounts, and software accounts
Format, install, set up, maintain, and troubleshoot desktop and laptop computers
Perform preventative maintenance and remedial repairs on computers, laptops, printers, and peripherals
Prepare and trigger system and server updates as necessary
Support development and implementation of new projects and hardware installations
Perform configuration and maintenance activities relating to user profiles and policies
Ensure adherence to software license agreements

Requirements

What you’ll need

Minimum of 15 years of formal education
Graduate / Post Graduate in Commerce
2 to 3 years of professional work experience
Experience with remote access systems
Ability to manage multiple customer accounts
Knowledge of troubleshooting desktops and laptops
Basic understanding of networks
Excellent customer support skills
Ability to prioritize IT tickets and respond effectively to end users
Ability to close tickets within SLA
Ability to multitask while managing multiple tickets and user requests
Knowledge of ticketing tools such as ServiceFirst
Experience upgrading, supporting, and troubleshooting Windows 10 and Microsoft Office 2016
Experience troubleshooting printers, computer hardware, and authorized peripheral equipment
Understanding of existing IT infrastructure and basic servers
Ability to diagnose server issues and trigger server updates
Ability to configure and maintain user profiles and policies
Knowledge of software license agreement compliance

Benefits

Comp & perks

Equal Opportunity Employer
Inclusive and non-discriminatory workplace commitment
Employee-focused priorities
Workplace diversity and inclusion