Location: Chennai
Experience: 1–3 Years
Qualification: BCA / B.Sc (CS/IT) / B.E / B.Tech / or equivalent technical background preferred
Role Overview
The IT Helpdesk Support Executive is responsible for ensuring smooth day-to-day IT operations by providing Level 1 (L1) and Level 2 (L2) support. The role involves handling incidents, troubleshooting hardware, software, and network issues, managing user access, and coordinating with teams to ensure minimal downtime and seamless business continuity.
Key Responsibilities
- Handle IT incidents & service requests via ticketing tools
- Perform L1 troubleshooting (hardware, software, network basics)
- Manage L2 issues (VPN, access, email, applications)
- Support laptops, printers, and user accounts
- Log, prioritize, and resolve tickets within SLA
- Escalate complex issues and track to closure
- Communicate clearly with end users
- Maintain documentation and follow SOPs
Must-Have Skills
- Basic networking (IP, DNS, VPN, Wi-Fi)
- Windows OS & system troubleshooting
- Familiarity with M365 / Google Workspace
- Strong problem-solving and logical thinking
- Good communication (spoken & written)
- Ability to prioritize and handle multiple tickets
- Willingness to work in rotational shifts
- Ownership mindset
- Willingness to work in 24/7 rotational shifts
- Strong coordination and teamwork abilities
Good-to-Have
- Exposure to ticketing tools (JIRA, ServiceNow, Zendesk, etc.)
- Basic understanding of ITIL concepts
- Exposure to production or application support environments
- Ability to prepare basic status reports
