We are looking for a proactive and customer-focused IT Help Desk Engineer to provide first-level technical support to global clients. The candidate should have hands-on experience in an IT help desk or technical support environment and be comfortable working in a 24/7 support process.
Key Responsibilities
- Provide Level 1 technical support to users across global locations.
- Diagnose and troubleshoot Windows OS-related issues (Windows 10/11).
- Handle basic network troubleshooting (LAN/WAN, VPN, DNS, DHCP, IP configuration).
- Manage user accounts in Active Directory (AD):
- User creation and deletion
- Password resets
- Group policy updates
- Account lock/unlock
- Manage incidents and service requests using a ticketing tool (ServiceNow, Jira, Freshservice, etc.).
- Escalate complex issues to Level 2/3 support teams when required.
- Maintain proper documentation of incidents, resolutions, and SOPs.
- Ensure SLA adherence and timely resolution of tickets.
- Provide remote support using standard remote access tools.
Required Skills & Technical Competencies
- Experience in Technical Support or IT Help Desk Support (13 years preferred).
- Strong knowledge of:
- Windows OS troubleshooting
- Basic networking concepts (TCP/IP, DNS, DHCP)
- Active Directory user management
- Experience working with ticketing systems.
- Understanding of Microsoft 365 / Google Workspace is an added advantage.
- Basic knowledge of hardware troubleshooting (laptops, desktops, printers).
- Good verbal and written communication skills.
Soft Skills
- Strong problem-solving ability.
- Customer-oriented mindset.
- Ability to work under pressure in a 24/7 rotational environment.
- Good time management and multitasking skills.
Eligibility Criteria
- Diploma / Bachelor's Degree in Computer Science, IT, or related field.
- Willingness to work in rotational shifts (including night shifts).
- Experience supporting global clients is an added advantage.
