Technical Helpdesk Engineer

 We are seeking a skilled and customer-focused Technical Help Desk Engineer to join our IT support team. The ideal candidate will provide first-level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. You will troubleshoot problems, guide users through step-by-step solutions, and escalate complex issues to higher-level support teams when necessary.

 Key Responsibilities

 ITIL Foundation certification or knowledge of ITIL processes.

 Customer service oriented with attention to detail and a proactive attitude.

 Troubleshoot Windows 11, hardware, and peripheral issues

 Support Active Directory 2012+ administration (Azure Group Policy, Groups, OU creation/modification/deletion, etc. )

 Assist with Office 365 setup and troubleshooting

 Experience supporting cloud platforms such as Microsoft Azure (Azure Conditional Access, Entra ID Connect, App registration, etc. )

 Knowledge of endpoint security tools and patch management systems.

 Basic Knowledge on protocols like LDAP, ADFS, NTLM etc

 Familiar with basic PowerShell scripting

 Requirements

•  Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing system.

•  Diagnose and troubleshoot software and hardware issues, including operating systems, network connectivity, and business applications.

•  Install, configure, and maintain end-user devices such as desktops, laptops, printers, and peripherals.

•  Document and track issues using a help desk ticketing system (e. g. , ServiceNow, Jira Service Management, or Freshdesk).

•  Escalate unresolved issues to appropriate internal teams (e. g. , Infrastructure, Security, Application Support).

•  Support and Manage Active Directory, Office 365, and networking concepts (DNS, DHCP, TCP/IP).

•  Escalate unresolved issues to appropriate internal teams (e. g. , Infrastructure, Security, Application Support).

•  Maintain records of the conversations with the customer and analyze the data.

•  Handling customer queries on Chat and E-mails.

 Work with us

 SourceMash Technologies is a leading solution provider for internet-based applications and product development since 2008. Be a part of our company that is facilitated by highly skilled professionals dedicated to providing total IT solutions under one roof. We offer remarkable services in the areas of Software Development, Quality Assurance, and Support.

 An employee welcome kit, like Custom Notepad, T-Shirt, Water Bottle etc. , is also included in employee welcome packages onboard.

 SourceMash Technologies offers the best employee health insurance benefit to their employees family members under the same policy.

 Annual leaves are paid at the payment rate in the working period before the leave, and no untaken leaves can be considered part of the mandatory notice periods.