ITSM Service Desk Engineer

Company Description

Alykas provides intelligent, end-to-end IT and cybersecurity solutions for mid-market and enterprise organizations. Our mission is to deliver measurable outcomes that reduce risk, enhance efficiency, and transform technology into a competitive advantage. We offer a comprehensive suite of services including Managed IT Services, Cloud & Data Center Solutions, IT Advisory & Consulting, and Cybersecurity Solutions. Our team of culturally aligned engineers ensures consistent, expert support tailored to meet the complex demands of today's businesses.

Overview

As an ITSM Service Desk Engineer at Alykas, you’ll play a key role in delivering high-quality technical support to our clients—primarily knowledge workers—by resolving IT issues efficiently and professionally. This position requires strong expertise in both Windows and macOS environments, along with the ability to troubleshoot connectivity, software, and productivity application issues. Familiarity with cloud platforms like Azure, AWS, and Office 365, as well as networking and server administration, is essential.

Key Responsibilities

• Provide technical support through phone, email, chat, and remote tools.
• Troubleshoot OS-level issues, software installations, and configuration problems on Windows/macOS systems.
• Resolve connectivity issues involving Wi-Fi, wired networks, VPNs, and remote desktop access.
• Support Microsoft 365 applications including Outlook, SharePoint, and OneDrive.
• Manage Active Directory tasks such as user provisioning, group policies, and permissions.
• Assist with cloud services (Azure, AWS, Office 365) and server environments (Windows Server, VMware, Exchange).
• Collaborate with Level 3 engineers to escalate and resolve complex technical issues.
• Maintain accurate documentation in the ticketing system and contribute to internal knowledge bases.

Qualifications & Skills

• 4–5 years of experience in IT support, preferably within a managed services environment.
• Proficient in troubleshooting Windows/macOS systems and resolving common technical issues.
• Strong understanding of networking protocols (TCP/IP, DNS, DHCP), VPNs, and remote access tools.
• Experience with cloud platforms (Azure, AWS, Office 365) and server administration.
• Familiarity with Active Directory, virtualization (VMware/Hyper-V), and Exchange Server.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Self-driven, organized, and capable of managing multiple priorities independently.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are preferred.

Benefits

• Competitive salary based on experience.
• Generous performance-based bonus program.
• Comprehensive benefits package including health insurance and paid time off.
• Collaborative work environment at world-class, state-of-the-art service delivery centers.
• Company-sponsored career certifications to support your professional growth.
• Unlimited lab access to help you deepen your technical expertise and hands-on skills.

Join Alykas and be part of a dynamic team that’s redefining IT support excellence. Apply today and take the next step in your career!

Job Type: Full-time

Pay: Rs120,000.00 - Rs170,000.00 per month

Work Location: In person