Help Desk

IT HelpDesk Technician (Full-Time, On-Site)

• Serve as a representative of the IT Department by providing exceptional customer service and ensuring the timely resolution of support requests


• Provide Level I and Level II technical support in a fast-paced, dynamic environment


• Serve as the primary point of contact for end users, supporting hardware, software, networking, and account-related issues throughout the entire support lifecycle


• Troubleshoot and resolve end-user issues efficiently, professionally, and courteously to maximize productivity for both onsite and remote employees


• Create and manage user and computer accounts in Active Directory


• Perform routine and non-routine Active Directory changes following established approval processes


• Support and manage Windows, macOS, Linux, iOS, and Android devices using Mobile Device Management (MDM) solutions


• Escalate complex or high-priority incidents to the appropriate support teams and collaborate with escalation teams to drive issues to resolution


• Perform additional troubleshooting as requested by escalation teams and provide users with timely status updates


• Accurately document, track, and verify the resolution of all incidents and service requests within the ticketing system


• Follow all IT policies, procedures, and standard operating procedures (SOPs) when documenting and resolving support requests


• Adhere to all corporate security policies and applicable ISO standards


• Configure, deploy, and maintain end-user hardware, including laptops, desktops, peripherals, and workspace setups for onsite employees


• Fulfill hardware deployment, replacement, and refresh requests in a timely manner


• Continuously learn and adopt new technologies, systems, and IT processes


• Perform additional duties and participate in projects as assigned by management

• Excellent customer service, communication, and interpersonal skills


• Strong documentation skills with exceptional attention to detail


• Strong verbal and written English communication skills for in-person, phone, and email support


• Ability to thrive in a fast-paced, customer-focused environment


• Ability to work independently with minimal supervision


• Strong organizational, time management, and problem-solving skills


• Self-motivated with a proactive approach to learning new technologies and processes

• Experience supporting Windows 11, macOS, iOS, Android, and Linux operating systems


• Experience administering Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft Exchange Online, and Active Directory


• Experience with Microsoft 365 applications and services


• Solid understanding of networking fundamentals, including DNS, DHCP, firewalls, and switching


• Basic PowerShell and Bash scripting experience


• Experience supporting endpoint management and MDM solutions


• Experience performing hardware deployments, lifecycle management, and refresh initiatives

• Minimum of 3 years of experience in an IT Help Desk or Desktop Support role, primarily supporting Windows environments using Active Directory


• Experience supporting a multi-site organization with 500+ users is preferred


• Experience administering Windows Server environments is a plus


• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent are a plus


• Bachelor's degree (or equivalent) in Information Technology, Computer Science, or a related field from an accredited college or university

Job Location: Pune

Employment Type: Full-Time, On-Site