Helpdesk Lead

4 weeks ago

Mumbai, India Tata Communications Full time

Job Summary

We are seeking a motivated and detail-oriented Helpdesk Lead (IT Support Team) to provide managed first-line support across Active Directory (AD), DNS, DHCP, Microsoft 365, MS Intune, and other IT infrastructure services.

The ideal candidate will have a strong technical foundation, excellent communication skills, and an ITIL certification to ensure adherence to IT service management best practices.

A basic understanding of Vulnerability Assessment and Penetration Testing (VAPT) and network fundamentals will be a valuable addition.

L2 Responsibility

1 Incident Management & Troubleshooting:

Provide first-level troubleshooting and resolution for issues related to AD, DNS, DHCP, and Microsoft 365.
Address user access issues, application errors, and system connectivity concerns.

2 Active Directory (AD):

Manage user accounts, password resets, and group policies.
Perform account lockout analysis and role-based access management.

3 DNS & DHCP Management:

Address DNS and DHCP-related configuration and connectivity issues.
Monitor IP address assignments and ensure accurate DNS entries.

4 Microsoft 365 Support:

Troubleshoot issues with Outlook, Teams, SharePoint, and OneDrive.
Perform basic license management and escalate advanced issues.

5 MS Intune:

Support device enrolment and basic troubleshooting for managed devices.
Address compliance policy violations and assist users with Intune setup.

6 Basic Network & Security Knowledge:

Understand network basics (IP, subnets, firewalls, and routing).
Support basic VAPT-related tasks, such as gathering data for vulnerability scans and addressing common vulnerabilities with guidance.

7 ITIL Processes:

Follow ITIL best practices for incident, request, and change management.
Log, prioritize, and escalate tickets as required.
8 General Support:
Respond to user queries via email, phone, or ticketing systems.
Escalate unresolved issues to L2 or L3 support teams when necessary.

Essential Skills & Qualifications:

Candidate must possess at least a Diploma or Bachelor Degree with 4-6 years of work experience with industry relevant certification

Proven experience in managing IT support role, preferably in L1/L2 support team management.
• Technical Skills:
Hands-on experience with AD, DNS, DHCP, and Microsoft 365.
Familiarity with Microsoft Intune for device management.
Basic understanding of VAPT concepts and network fundamentals.
• Certifications:
ITIL Foundation certified (mandatory).
Additional certifications like Microsoft Certified: Modern Desktop Administrator Associate or CompTIA Network+ are a plus.
• Soft Skills:
Strong problem-solving skills and a customer-centric approach.
Excellent verbal and written communication skills.

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