Help desk support engineer

As a Help Desk Support Engineer, you will be tasked with providing technical assistance and support to address incoming queries and issues related to computer systems, software, and hardware. Your role will be pivotal in resolving technical issues, ensuring seamless IT operations, and delivering exceptional customer service. Your key responsibilities will include offering first-line technical support through phone, email, and chat to end users encountering various IT-related challenges. This support will encompass issues related to hardware, software, networks, and applications. Additionally, you will troubleshoot and resolve operating system, hardware configuration, software application, and network connectivity issues. Documenting problems and solutions in the IT ticketing system for proper tracking and resolution will be essential. When faced with complex issues, you will escalate them to the appropriate IT department or senior support staff. You will be responsible for the installation, configuration, and maintenance of computer hardware, software, and peripherals. This will involve performing system backups, software updates, and security patches. Furthermore, you will assist in setting up and deploying new hardware and software systems for users. Maintaining a knowledge base and user manuals to facilitate self-service and enhance support efficiency will also be part of your duties. Monitoring and upkeeping internal systems to ensure uptime and availability, providing end-user training on software and systems usage, and ensuring compliance with company policies on data security, software licensing, and user access are also expected. In terms of qualifications, a Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience) is required. You should have 1-3 years of proven experience in a Help Desk, Technical Support, or IT Support role. Knowledge of operating systems such as Windows, macOS, Linux, basic network configurations, Active Directory, Office 365, and remote support tools is necessary. Familiarity with ITSM tools and ticketing systems like ServiceNow, Jira, or Zendesk is preferred. Your skills and abilities should include strong troubleshooting and problem-solving capabilities, excellent communication and customer service skills, the ability to work under pressure while handling multiple issues simultaneously, meticulous attention to detail for accurate issue and solution documentation, and a basic understanding of networking concepts like DNS, DHCP, and VPN. Desirable skills that would be advantageous for this role include IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional), experience with hardware repairs or system imaging and cloning tools, and familiarity with remote desktop tools and system management platforms. This is a full-time position based in Noida, Uttar Pradesh, which may require occasional after-hours or weekend support based on business requirements. The work environment is fast-paced, with a strong emphasis on customer satisfaction. Candidates must be able to reliably commute to Noida, Uttar Pradesh, or be willing to relocate before commencing work. A Bachelor's degree is required, along with a minimum of 2 years of experience in a help desk role. Proficiency in English is essential for this position. If you meet the qualifications and are excited about the prospect of working in a dynamic environment where customer satisfaction is paramount, we encourage you to apply for this rewarding opportunity.,