Help Desk Support Engineer

The job is based in Trivandrum with a requirement of 3-5 years of experience in a US Shift 24*7 (Night shift). As a member of the IT team in TVM-Kerala, India, you will be responsible for providing Tier I Help Desk support during US hours. Your day-to-day responsibilities will include working collaboratively within the helpdesk team to address questions and resolve software and hardware issues for employees. This can be done either in person, over the phone, or through an enterprise ticketing system. You will be expected to handle technical support calls and emails to the IT Department, ensuring that all issues are tracked and resolved efficiently using an enterprise help desk system. Some of the typical tasks you may undertake involve setting up user accounts, resetting user passwords, addressing general technology queries, as well as providing setup and basic troubleshooting support for PCs, mobile devices, printers, phones, and other devices. It will be essential to document, track, and monitor problems closely to ensure timely resolution. Additionally, you will be required to offer hands-on or virtual training to help users resolve issues, along with developing troubleshooting guides and tip sheets when necessary. To excel in this role, you should possess strong customer service, troubleshooting, and organizational skills. Clear and concise communication, both written and verbal, will be key in providing instructions and documentation for your assigned responsibilities. Additionally, you must have experience supporting the Office Suite of Applications and be adept at asking detailed questions to end-users while delivering excellent customer service. Basic network support experience, attention to detail, and the ability to manage multiple requests simultaneously are also crucial. The role requires effective communication across all levels of the organization, strong organizational skills, and the ability to work well in a team environment. A proactive and self-starting approach will be highly valued. The ideal candidate should have at least 3 years of IT Support experience, with extensive expertise in troubleshooting hardware and software issues. Strong problem-solving and research skills, combined with excellent customer service and communication abilities, are essential for this position.,