IT Help Desk Support Engineer (L1)

Zenkins Technologies

3 - 8 years

5 - 10 Lacs

thane

Posted:-1 days ago| Platform:

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Skills Required

printing ticketing application support networking iso vpn analytical social media troubleshooting analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Experience:

Minimum 3 years in IT Help Desk / End User Support

Position Type:

Full-time, Onsite (Client Office)

About the Role

We are looking for skilled

IT Help Desk Support Engineers

with excellent communication skills to provide

Level 1 support

for a leading organization in Thane/ Mumbai. The role involves resolving day-to-day IT issues, assisting remote users via Teams/LogMeIn, and ensuring smooth IT operations under defined SLAs.

Key Responsibilities

Act as the
first point of contact
for IT-related issues (phone, Teams chat, email, remote support).
Provide
L1 support
including:
- Password resets, account unlocks.
- MS Office (Word, Excel, Outlook, PowerPoint) troubleshooting.
- Printing scanning issues.
- VPN setup and basic connectivity support.
- Email configuration and troubleshooting.
- Company-specific travel request application support.
Accurately log, track, and update incidents in
Jira ticketing system
.
Escalate unresolved issues to the client s internal IT team (L2/L3).
Ensure SLA compliance:
- P1 tickets respond within 5 minutes.
- P2/P3 tickets respond within 15 minutes.
Prepare and share
daily and monthly reports
on support activity.
Maintain strong professional communication with end-users (legal professionals, partners, staff).
Adhere to
ISO process guidelines
and client compliance policies.

Required Skills Qualifications

Education
: Bachelor s degree in IT/Computer Science or equivalent.
Experience
: Minimum 3 years in IT Help Desk / End User Support.
Strong knowledge of:
- Windows OS (10/11) and common applications.
- MS Office Suite and Outlook.
- Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer).
- VPN basic networking.
Excellent
communication skills in English
(spoken written).
Customer-oriented with strong problem-solving skills.
Ability to work in rotational shifts (7 AM 11 PM).
Must be based in or willing to relocate to
Mumbai
.

What We Offer

Opportunity to work with a
leading organization
in a professional environment.
Structured career path with exposure to enterprise-level IT service delivery.
Supportive team culture with training and growth opportunities.
Competitive salary and benefits.

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