Helpdesk Support Engineer

Job Summary:

We are looking for a skilled and customer-focused Helpdesk Support Engineer to provide first-level technical support across desktop, network, and application environments. The ideal candidate will have over 3 years of experience in IT support, including international voice support, and will be responsible for resolving user issues, managing tickets within SLA, and ensuring high service quality.

Key Responsibilities:

• Respond to international support calls and provide timely resolution of technical issues.
• Create, assign, and manage support tickets using ServiceNow or Zendesk, ensuring SLA compliance.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and software applications.
• Perform identity and access management tasks such as password resets and access provisioning.
• Install, configure, and test desktop software and internet browsers.
• Provide first-level support for network and data security-related issues.
• Coordinate with Level-2 and Level-3 support teams for escalations and keep users informed.
• Participate in daily, weekly, and monthly team meetings and contribute to action items.
• Generate and submit timely reports to supervisors on ticket volumes, trends, and recurring issues.
• Adhere to corporate IT policies and procedures.

Required Skills & Qualifications:

• Bachelors degree in Computer Science, IT, or a related field (BE/B.Tech/B.Sc).
• Minimum 3 years of experience in technical support, with at least 1 year in international voice support.
• Hands-on experience with Windows OS, M365 applications, and basic networking.
• Familiarity with ticketing systems like Zendesk and ServiceNow.
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication skills—both verbal and written—in English.
• Ability to work independently and collaboratively in a fast-paced, global support environment.

Preferred Qualifications:

• IT certifications from recognized institutions (e.g., Microsoft, CompTIA).
• Experience in Microsoft Entra and Intune.
• Exposure to SLA/KPI tracking and reporting.
• Knowledge of GenAI Conversational chatbots.