Job Description:We are looking for a skilled and proactive Technical Support Engineer / Service Desk Analyst with a fair understanding of ITIL framework and experience in providing end-to-end IT infrastructure support. The ideal candidate will be responsible for delivering desktop support, managing customer infrastructure, and contributing to system reliability and performance through effective troubleshooting and monitoring.Key ResponsibilitiesProvide Level 1/Level 2 technical support for end-users, ensuring quick resolution of hardware, software, and network-related issues.Support desktop/laptop configuration, software installation, and troubleshooting.Monitor and maintain IT systems using tools such as Nagios, SolarWinds, and SCOM.Handle incident tickets using ticketing tools like ServiceNow or Remedy.Assist in network troubleshooting using basic tools and commands (ping, tracert, netstat).Perform basic IP addressing and network diagnostics; familiar with show commands on routers and switches.Support infrastructure monitoring and event management.Contribute to IT security operations including basic threat hunting and incident response.Work with SIEM tools such as QRadar, LogRhythm, or Splunk.Participate in storage and backup operations, including understanding RAID, SAN, and backup tools.Perform basic server administration tasks, such as OS backup, file sharing, and system security.Support database-related activities including basic SQL queries and relational database concepts.Provide end-user computing support including MS Office, browsers, remote support tools, and endpoint troubleshooting.Technical SkillsNetworking:Basic understanding of IP addressing and network conceptsFamiliarity with routers and switches (basic commands)Hands-on with troubleshooting tools: ping, tracert, netstat, etc.Exposure to network monitoring tools (Nagios, Cacti, SolarWinds)Security:Understanding of cyber security incident responseExposure to SIEM tools (QRadar, LogRhythm, Splunk)Awareness of threat intelligence and OSINT toolsServers:Basic system administration (backup, file sharing, user security)Exposure to monitoring tools (SCOM, Nagios, New Relic)Storage & Backup:Knowledge of backup and restore operationsFamiliarity with RAID, SAN, and storage monitoring toolsUnderstanding of backup appliances and tape librariesDatabase:Basics of SQL and relational databasesFamiliarity with database tools (MySQL, Postgres, MS Access)Understanding of normalization, indexing, triggersEnd-User Computing:Hands-on with endpoint support and remote toolsProficiency in MS Office and browsersBasic troubleshooting for desktop environmentsPreferred QualificationsFair understanding of the ITIL frameworkStrong communication and customer service skillsAbility to work independently and prioritize tasksRelevant certifications (CompTIA, ITIL, CCNA, etc.) are a plusSkills:Technical Support,Service Desk,Service ManagementAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
