IT Service Desk || Mohali || US/UK || Immediate Joiner

Excellent Communication Mandatory

Job Title: IT Helpdesk Support Engineer

Department: IT Support

Job Summary: We are seeking a highly skilled and proactive IT Helpdesk Support Engineer to provide second-line technical support to our organizations users. The ideal candidate will be responsible for resolving a range of technical issues, including but not limited to network, hardware, software, and systems problems. The role requires strong troubleshooting abilities, effective communication, and the ability to manage and resolve more complex IT issues.

Key Responsibilities:

• Provide support for IT-related issues reported by end-users, escalating to 2nd-line support or relevant departments when necessary.
• Troubleshoot and resolve technical issues related to operating systems (Windows, macOS, Linux), software applications, networking, and hardware.
• Support users with Active Directory management, user access permissions, and password resets.
• Administer, monitor, and maintain IT infrastructure including servers, workstations, printers, and mobile devices.
• Resolve incidents and service requests in a timely and efficient manner, adhering to SLA targets.
• Provide remote and on-site support for employees as needed.
• Document and maintain knowledge base articles, troubleshooting guides, and process documentation.
• Assist in system and application installations, upgrades, and patches.
• Troubleshoot and resolve issues with remote working tools, VPN, and remote desktop applications.
• Escalate critical issues to appropriate stakeholders or teams, ensuring effective communication.
• Maintain excellent customer service and communication with end-users, keeping them informed of issue status and resolution progress.
• Participate in regular IT audits and assist in improving IT processes and procedures.

Required Qualifications:

• Proven experience as an IT Helpdesk Support Engineer or in a similar IT support role .
• Solid understanding of operating systems (Windows, macOS, Linux) and application support.
• Hands-on experience with Active Directory, Office 365, Exchange, and other enterprise-level software and systems.
• Strong troubleshooting skills and knowledge of IT hardware (computers, printers, mobile devices).
• Experience with networking protocols and basic networking troubleshooting (TCP/IP, DNS, DHCP).
• Experience with IT ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
• Knowledge of IT security principles and practices (antivirus, firewalls, VPN).
• Excellent verbal and written communication skills.
• Ability to work effectively both independently and as part of a team.

Preferred Qualifications:

• IT certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or similar certifications.
• Familiarity with virtualization technologies (VMware, Hyper-V).
• Knowledge of cloud platforms (Azure, AWS).
• Experience with ITSM frameworks and best practices.

Soft Skills:

• Strong problem-solving and analytical skills.
• Ability to prioritize tasks and manage time effectively.
• Excellent customer service skills and a positive attitude.
• Strong attention to detail and a proactive approach to issue resolution.