Job Title: ICT Helpdesk Support Engineer
Location: Ahmedabad
Experience: 5 to 10 Years
Employment Type: Full-Time (24x7 Shift Environment)
JOB DESCRIPTION
The ICT Support Engineer is responsible for providing technical support to end users by installing, configuring, maintaining, and troubleshooting IT hardware, software, Microsoft 365 applications, and network-related issues. The role ensures smooth IT operations, timely incident resolution, system security, and excellent user support in a 24x7 operational environment.
Educational Qualification
- Diploma or Bachelor's Degree in IT, Computer Science, Electronics, or related field.
- Graduates with relevant ICT experience may also be considered.
- Microsoft, CompTIA, ITIL, or CCNA certifications will be an added advantage.
Experience
- 5–10 years of experience in IT Helpdesk/Desktop Support or End User Support.
- Experience in Microsoft 365, LAN/WAN, VPN, Wi-Fi, and ticketing systems preferred.
Key Responsibilities
- Provide technical support for desktops, laptops, printers, and peripheral devices.
- Install, configure, and troubleshoot operating systems, software applications, and Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive, Exchange).
- Resolve hardware, software, network, VPN, Wi-Fi, and user account issues within defined SLAs.
- Support LAN/WAN connectivity, meeting room AV systems, and video conferencing tools.
- Maintain endpoint security, antivirus solutions, software updates, and compliance with IT security policies.
- Manage IT assets, maintain documentation, and update incident records.
- Assist users through phone, email, remote support, and onsite visits while ensuring high customer satisfaction.
- Coordinate with internal teams or vendors for issue escalation and resolution.
Key Skills & Competencies
- Strong troubleshooting skills in hardware, software, networking, and Microsoft 365.
- Good understanding of Windows OS, Active Directory, LAN/WAN, VPN, and endpoint security.
- Excellent communication, analytical, and problem-solving skills.
- Ability to prioritize multiple tasks, work independently, and perform effectively in a 24x7 shift environment.
- Team player with a customer-focused attitude and strong documentation skills.
Key Result Areas (KRAs)
- Timely resolution of IT support tickets within SLA.
- High availability of end-user systems and IT services.
- Effective management of IT assets and documentation.
- Compliance with IT security policies and organizational standards.
- High end-user satisfaction through quality technical support.
Work Location: In person
