Service Desk Engineer

Techwave, we are always in an exercise to foster a culture of growth, and inclusivity. We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life. People are at the core of everything we do.

Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of things (IoT). Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth.

Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible.

And we want YOU to be a part of it.

Job Title: Service Desk Senior Engineer

Experience:  4 - 6 Years

Mode of Hire : Fulltime

Position Overview

We are looking for a **Service Desk Senior Engineer** to provide excellent technical support to our global customers. The ideal candidate should have experience in end-user support, Microsoft 365 (Office 365), MS Intune, Active Directory, and application installation. Strong troubleshooting skills, a focus on customer service, and fluency in English are necessary for clear communication with our international users.

Key ResponsibilitiesEnd-User Support (First Line of Contact for User Issues)

• Serve as the primary point of contact for IT-related issues and requests. 
• Provide remote and on-site support to resolve hardware, software, and network issues. 
• Maintain high customer satisfaction by ensuring timely resolution and professional communication. 
• Escalate complex issues to the appropriate teams while maintaining ownership of user concerns. 

Office 365 Activities & MS Intune Activities

• Manage and support Microsoft 365 applications, including Outlook, OneDrive, SharePoint, and Teams. 
• Troubleshoot user access issues, license assignments, and email-related problems. 
• Assist in mailbox migrations, security configurations, and policy enforcement within Microsoft 365. 
• Configure and manage Microsoft Intune device enrolment, policies, and compliance settings. 
• Support mobile device management (MDM) and mobile application management (MAM). 
• Troubleshoot Intune-related issues, including conditional access policies and device compliance failures. 

Application Installation & Software Management

• Assist users with software installations, updates, and compatibility issues. 
• Deploy applications via automated tools and scripts when necessary. 
• Maintain software inventory and ensure compliance with licensing policies. 

Active Directory (AD) Activities

• Create, modify, and manage user accounts, groups, and permissions in Active Directory. 
• Handle password resets, account lockouts, and group policy troubleshooting. 
• Ensure AD security best practices and maintain proper access controls. 

Network Skills

• Troubleshoot network connectivity issues (LAN/WAN, Wi-Fi, VPN, DNS, DHCP, Proxy).
• Assist users with VPN connections and remote access troubleshooting.
• Perform basic switch and router troubleshooting, including checking port configurations.
• Support IP addressing, subnetting, and basic firewall rules.

Qualifications & Skills:

Experience: 4-6 years in an IT Service Desk or End-User Support role.  Technical Skills

• Strong knowledge of Windows OS (10/11), Office 365, and Microsoft Intune
• Experience in Active Directory administration, group policies, and user management
• Familiarity with remote troubleshooting tools and IT service management (ITSM) platforms. 

Soft Skills:

• Fluent English speaking and writing skills to support global customers. 
• Excellent problem-solving abilities with a proactive and customer-focused approach. 
• Strong communication and interpersonal skills to assist users at different technical levels. 

Certifications (Preferred but not mandatory)

• Microsoft 365 Certified: Modern Desktop Administrator Associate 
• Microsoft Certified: Security, Compliance, and Identity Fundamentals
• CompTIA Network+ or CCNA (Basic Networking Knowledge)
• ITIL Foundation Certification 

Tools & Systems Knowledge

• ITSM Platforms (ServiceNow, ManageEngine, Jira, etc.) Log, track, and manage service requests.
• Remote Support Tools (AnyDesk, TeamViewer, Microsoft Remote Desktop, etc.) Efficient troubleshooting.
• Communication Tools (Microsoft Teams, Zoom, etc.) Assist customers through chat, calls, or video.
• SLA & KPI Management – Understand and adhere to service-level agreements and key performance indicators.

Work Environment & Shift Timing

• This role involves supporting global customers. Hence, the candidate should be willing to work flexible hours or rotational shifts.
• Remote and/or on-site support depending on business needs.