IT Helpdesk Engineer

The Helpdesk Engineer role based in Mumbai (Fort CST) within the IT Support department is responsible for providing technical support and assistance to end-users for various hardware and software issues. Your primary tasks will involve troubleshooting, diagnosing, and resolving technical problems while ensuring exceptional customer service and user satisfaction. Additionally, you will document issues and solutions, as well as escalate more complex problems to higher-level IT staff when necessary. You will be expected to provide first-line support to end-users through phone, email, and chat, troubleshooting hardware and software issues including operating systems, applications, and networking problems. Diagnosing and resolving technical problems related to desktops, laptops, printers, and peripherals, assisting with system configurations, installations, and updates, and maintaining accurate records of support requests, solutions, and user interactions using a ticketing system are crucial aspects of this role. Guiding users through problem-solving processes, offering clear instructions, and escalating complex issues to senior IT staff or specialized teams for resolution are also key responsibilities. Furthermore, you will provide basic training and support to users on new systems and software applications, assist with onboarding new employees, monitor system performance, manage IT inventory, stay updated with industry trends, and focus on continuous improvement in support processes and technical skills enhancement. To qualify for this position, you should hold a Bachelor's degree in Information Technology, Computer Science, or a related field, or have equivalent experience. Proven experience in a helpdesk or technical support role with a solid understanding of computer systems, networks, and software applications is required. Proficiency in Windows and Mac OS environments, along with experience in common productivity software, is essential. Relevant certifications such as CompTIA A+ and ITIL Foundation are preferred. Excellent communication skills, strong problem-solving abilities, and a customer-centric approach are also necessary for this role. This full-time, permanent position offers opportunities for career growth, a dynamic work environment, competitive compensation, and a collaborative culture. Interested candidates should submit their resume and a cover letter to the provided email address with the subject line "Helpdesk Engineer Application." Benefits include commuter assistance and health insurance, with the role requiring occasional after-hours support and the ability to work in a fast-paced environment. Preferred skills include knowledge in hardware, Windows desktop OS level issues, printer troubleshooting, basic network knowledge, and troubleshooting skills, as well as optimizing operational processes and procedures for efficiency while maintaining quality standards.,