IT Administrator

About Darwinbox:

We're designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. Founded in 2015, we now serve 1.5M+ employees in 650+ enterprises, and that includes massive conglomerates to unicorn startups, like Makemytrip, JSW, Vedanta, Mahindra, Kotak, plus leading global brands like Nivea, Starbucks, Sephora, AXA, Cigna, T-Systems, and Calvin Klein. Were backed by marquee investors like TCV, Salesforce, Sequoia, Lightspeed Ventures, and others. But most importantly, were growing at a phenomenal pace, which means exponential growth and learning opportunities for you, plus a band of passionate and fun people to work with within a place where your ideas take precedence over your designation.

Responsibilities:

• Research and identify solutions to software and hardware issues. Troubleshoot hardware and software issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Maintain IT documentation and generate reports for management
• Set up and monitor data backups.
• Keep track of IT assets and inventory.
• Manage user accounts and permissions (Active Directory, SSO, etc.).
• Track IT assets like laptops, peripherals, and other hardware.

Requirements:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (Mange Engine)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Basic MIS Excel experience.
• Manage tools like email, Google Workspace, or Microsoft 365.
• Provide access to collaboration platforms (e.g., HubSpot, Slack).
• Procurement of new laptops for new joiners or replacements for existing users.
• Laptop configuration for new users.
• All basic software and security compliance applications installation.
• Laptop/Assets inventory to be maintained for all users.
• Handling lifecycle (Procurement, Maintenance, and Disposal) of all assets as per IT Asset Management.