Work from Office
Full Time
Seeking a proactive Helpdesk Executive to provide L1 IT support over voice and ticketing platforms. The role demands strong familiarity with enterprise ITSM tools, endpoint protection, VPN troubleshooting, and encryption technologies.
Respond to IT support queries via phone, email, and ticketing portals.
Log and manage incidents/requests using Symphony Sapphire and ServiceNow ITSM tools.
Troubleshoot:
GlobalProtect VPN connectivity and access issues.
Windows OS problems including login, profile corruption, printer configuration, etc.
Encryption issues (Sophos, BitLocker) like recovery keys and drive access.
Endpoint security alerts related to Sentinel AV.
Assist users with access control and compliance enforcement via Cisco NAC.
Perform password resets, account unlocks, and first-level software/hardware diagnosis.
Follow SOPs and escalate to L2/L3 teams for unresolved issues.
Maintain ticket SLAs and document known issues and solutions in knowledge base.
Hands-on experience with Symphony Sapphire ITSM and/or ServiceNow.
Good understanding of voice-based IT support in enterprise environments.
Working knowledge of Windows OS, VPN (GlobalProtect), and endpoint encryption tools (Sophos, BitLocker).
Awareness of Sentinel AV behavior and threat notification handling.
Familiarity with Cisco NAC enforcement and troubleshooting.
Strong communication, coordination, and documentation skills.
English and Gujarati Speaking (perefered)
Preferred Certifications:
ITIL Foundation (preferred)
Microsoft Windows 10/11 support or CompTIA A+
Basic cybersecurity or endpoint security certifications are a plus
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