Helpdesk Support Engineer/ Desktop Support

The Helpdesk Engineer role in Mumbai (CST) within the IT Support department involves providing technical support and assistance to end-users for hardware and software issues. Your responsibilities include troubleshooting, diagnosing, and resolving technical problems, ensuring exceptional customer service, and documenting issues and solutions. You will escalate complex problems to higher-level IT staff, maintain accurate records, and provide user training and assistance. Key Responsibilities: - Provide first-line technical support via phone, email, and chat, troubleshooting hardware and software issues. - Diagnose and resolve technical problems related to desktops, laptops, printers, and peripherals. - Maintain records of support requests and solutions using a ticketing system. - Guide users through problem-solving processes with clear instructions. - Escalate complex issues to senior IT staff, provide basic training, and monitor system performance. - Assist with inventory management and continuous improvement of support processes. Qualifications: - Bachelor's degree in Information Technology or related field or equivalent experience. - Proven experience in helpdesk or technical support role with a solid understanding of computer systems. - Proficiency in Windows and Mac OS, Microsoft Office Suite, Active Directory, and remote desktop tools. - Certifications such as CompTIA A+ or ITIL Foundation are preferred. - Excellent communication, problem-solving, and customer service skills. Work Environment: - Fast-paced environment with occasional after-hours support. - Role may involve sitting for extended periods and using a computer for most of the workday. Preferred Skills: - Knowledge in hardware, Windows Desktop OS issues, printers troubleshooting. - Basic network knowledge and troubleshooting skills. - Experience in optimizing operational processes for efficiency. Why Join Us: - Career growth opportunities and professional development. - Dynamic environment focused on achieving results. - Competitive compensation and benefits package. - Collaborative culture with a supportive and dedicated team. To apply, submit your resume and a cover letter to [email address] with the subject line "Helpdesk Engineer Application." This is a full-time, permanent position with commuter assistance, health insurance benefits, and day shift. Experience: 1 year preferred Work Location: In person,