Helpdesk Technician

Company: Artivo Surfaces Pvt Ltd

Shift: Flexible to cover Central to Pacific Standard Time Zones (US Hours) - Hybrid

About Artivo Surfaces India

Artivo Surfaces India, a leader in innovative surface solutions, is committed to delivering exceptional quality and customer satisfaction. We are seeking a skilled Helpdesk Technician to join our dynamic IT team in Hyderabad, providing top-tier technical support to ensure seamless operations for our global workforce.

Job Summary

The Helpdesk Technician will serve as the first point of contact for employees experiencing technical issues with hardware, software, or network systems. This role requires excellent English communication skills, proficiency in Microsoft Office 365 (O365) and Active Directory, and the ability to work flexible hours to support Central (CST) to Pacific Standard Time (PST) zones (US hours). The ideal candidate will have 23 years of helpdesk experience and a customer-centric approach to resolving technical challenges efficiently.

Key Responsibilities

• Respond promptly to technical support requests via phone, email, or ticketing systems, ensuring timely resolution of hardware, software, and network issues.
• Troubleshoot and resolve issues related to Microsoft Office 365 (O365), including email, Teams, OneDrive, and other productivity tools.
• Manage user accounts, permissions, and password resets in Active Directory within a Windows-based environment.
• Install, configure, and update computer systems, applications, and peripherals to maintain operational efficiency.
• Provide clear, step-by-step guidance to non-technical users in excellent English, ensuring high user satisfaction.
• Escalate complex issues to higher-level support teams when necessary, documenting all steps and communications.
• Maintain accurate records of support requests, resolutions, and knowledge base articles for future reference.
• Collaborate with global IT teams to ensure seamless support across Central to Pacific Standard Time zones (approximately 7:30 PM to 10:30 AM IST).
• Stay updated on emerging technologies, O365 updates, and Active Directory best practices to enhance support capabilities.

Qualifications and Requirements

• 2 to 3 years of experience in a helpdesk or IT support role, with a proven track record of resolving technical issues.
• Exceptional verbal and written English communication skills, with the ability to explain technical concepts to non-technical users.
• Hands-on experience with Microsoft Office 365 (O365) administration and troubleshooting (e.g., Outlook, Teams, SharePoint, OneDrive).
• Proficiency in Active Directory for user account management, group policies, and permissions.
• Familiarity with Windows operating systems and basic networking concepts (e.g., DNS, DHCP, VPN).
• Ability to work flexible hours to accommodate Central (CST) to Pacific Standard Time (PST) zones (evening/night shifts IST).
• Strong problem-solving skills and attention to detail, with a customer-centric approach to support.
• Experience with IT ticketing systems (e.g.,ServiceNow, Zendesk, or similar) is a plus.
• Relevant certifications (e.g., CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate) are highly desirable.

Preferred Skills

• Knowledge of remote desktop tools and basic scripting for automation.
• Familiarity with ITIL practices or other IT service management frameworks.
• Ability to multitask in a fast-paced environment while maintaining professionalism and courtesy.

Why Join Artivo Surfaces India?

• Be part of a growing, innovative company with a commitment to excellence.
• Opportunity to work with cutting-edge technologies and a global team.
• Competitive compensation and opportunities for professional development.

Inclusive and collaborative work environment that values diversity and teamwork