Service Desk Engineer (English+ Mandarin)

About this role

We are seeking a Service Desk Engineer to provide first-level technical support for end users across desktop, laptop, VDI, and network environments. The successful candidate will be responsible for troubleshooting hardware and software issues, supporting Active Directory administration, resolving connectivity problems, and ensuring a high level of customer satisfaction through effective incident management.

Requirements

• ✅ 2–4 years of experience in Service Desk, Help Desk, or IT Support roles
• ✅ Strong knowledge of End User Computing (EUC) devices, including laptops, desktops, and VDI environments
• ✅ Experience providing technical support via phone, email, and remote support tools
• ✅ Hands-on experience troubleshooting hardware, software, network, and VPN connectivity issues
• ✅ Knowledge of Active Directory user administration and desktop engineering
• ✅ Experience with VMware and VDI troubleshooting
• ✅ Familiarity with Remote Desktop support tools

✅ Strong communication, customer service, and interpersonal skills

• ✅ Ability to analyze issues, identify root causes, and provide effective solutions

Nice to Have

• ⭐ Experience with ServiceNow or other ITSM ticketing tools
• ⭐ Microsoft Certifications
• ⭐ Strong analytical and problem-solving abilities

Key Responsibilities

• ✔ Provide technical support and troubleshooting assistance to end users
• ✔ Resolve incidents related to desktops, laptops, VDI, software, hardware, and connectivity
• ✔ Support Active Directory administration and user account management
• ✔ Handle VPN and network connectivity issues
• ✔ Record, track, and update incidents through the ticketing system
• ✔ Escalate unresolved issues to relevant support teams
• ✔ Ensure SLA compliance and maintain high customer satisfaction levels
• 📩 Interested candidates, please send your updated resume to:
• 📧 dhivya@two95hrhub.com