Role Details:
Job Title: ICT Helpdesk Support Engineer
Location: Ahmedabad
Experience: 5 to 10 Years
Employment Type: Full-Time (24x7 Shift Environment)
JOB DESCRIPTION
Position
IT Support Engineer / IT Helpdesk Executive
Job Summary
The IT Support Engineer is responsible for providing first-level 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 first-level 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.
Pay: Up to ₹600,000.00 per year
Work Location: In person
