IT Service Desk Help Desk (Full-Time, On-Site)

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

What You'll Do

• 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.

What You'll Bring

• Required Skills

• 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.

• Technical Skills

• Mandatory 3Y Experience supporting Windows 11, macOS, iOS, Android, and Linux operating systems.

• Mandatory 3Y Experience administering Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft Exchange Online, and Active Directory.

• Mandatory 3Y 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.

• Experience & Qualifications 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