Help Desk Support Engineer

4 weeks ago


Bengaluru, India IT Full time

Job Summary :

We are seeking a dedicated Help Desk Support professional with 3-4 years of experience in customer service or a help desk environment to join our IT support team at the Bangalore office.

The ideal candidate will provide Tier 1 support, troubleshoot common IT problems, and ensure timely resolution of help desk escalations.

This role requires adherence to a 24x7 shift schedule.

Key Responsibilities :

Help Desk Support: Handle Tier 1 help desk escalations through the company's internal ticketing system.

Troubleshooting: Troubleshoot common IT problems and maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.

Windows Administration: Perform basic Windows administration tasks such as password resets and file and folder administration.

Internet Troubleshooting: Conduct basic internet connection troubleshooting to resolve connectivity issues.

Escalation Management: Escalate more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.

Request Follow-up: Follow up on outstanding requests and ensure timely resolution.

Documentation: Fully document all troubleshooting steps and create knowledge base articles of resolutions.

Policy Adherence: Adhere to established IT policies, procedures, and standards, ensuring conformance with information systems goals and procedures.

Standard Operating Procedures: Follow established standards for documenting tickets, configurations, and standard operating procedures.

Compliance Management: Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.

Downtime Communication: Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.

Operational Knowledge: Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.

Team Interaction: Interact with IT management frequently through timely reporting of operational activities, and collaborate with all team members on support issues and needs assessments.

Qualifications :

Experience :


- 3-4 years of experience in customer service or a help desk environment; interest in the IT field is a plus.

Technical Skills :

- Basic knowledge of Windows administration.

- Basic internet connection troubleshooting skills.

Soft Skills :

- Strong verbal and written communication skills.

- Excellent problem-solving and troubleshooting abilities.

- Ability to work effectively in a team environment.

- Strong organizational and time management skills.

- High attention to detail and accuracy.

- Shift Requirements: Willingness to work in a 24x7 shift schedule.

Preferred Qualifications :

- Exp 3 to 6 years

(ref:hirist.tech)

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