Helpdesk Engineer

3 weeks ago

Thiruvananthapuram, India Wincogz Business Solutions Private Limited Full time

Here is a comprehensive job description for a 24x7 Helpdesk Engineer, tailored to require a Degree/Diploma, at least 2 years of relevant experience, strong communication skills in English and Malayalam, and ITIL or an equivalent industry certification.

Job Title

Helpdesk Engineer (24x7)

Overview

The Helpdesk Engineer will provide technical support and troubleshooting services to end-users, ensuring IT issues are resolved quickly and efficiently. This is a shift-based role requiring availability round the clock, including nights, weekends, and holidays.

Key Responsibilities

  • Serve as the first point of contact for users seeking technical assistance via phone, chat, email, or ticketing systems.
  • Diagnose, troubleshoot, and resolve hardware, software, network, and system-related issues within defined SLAs.
  • Log and track customer issues using a helpdesk/ticketing platform, consulting knowledge bases as needed.
  • Escalate unresolved issues to higher-level support teams and follow up with users to ensure resolution.
  • Assist in the setup, installation, and configuration of user devices and software applications.
  • Document problems and solutions for knowledge sharing and recurring issue analysis.
  • Communicate technical solutions clearly, ensuring excellent customer satisfaction.
  • Maintain IT inventory records and assist with system monitoring and routine maintenance.
  • Provide support and guidance to users, empowering them to handle basic IT tasks.
  • Work across varying shifts, including night shifts and weekends, as part of a 24/7 support structure.

Essential Qualifications & Skills

  • Degree/Diploma in Information Technology, Computer Science, or a related field.
  • Minimum 2 years of relevant experience in a helpdesk or IT support environment.
  • ITIL Foundation or equivalent industry-recognized certification.
  • Excellent verbal and written communication skills in both English and Malayalam.
  • Proficient knowledge of Windows OS, basic networking, and ticketing systems.
  • Strong customer service orientation and a proactive attitude.
  • Outstanding problem-solving, analytical, and time management skills.
  • Ability to multitask and prioritize in a high-pressure, fast-paced environment.
  • Flexible to work on a rotational shift schedule, including nights, weekends, and holidays.

Preferred Skills

  • Experience supporting Office 365, Active Directory, remote desktop tools, and mobile devices.
  • Background with ServiceNow, TeamViewer, AnyDesk, or similar remote support/ticketing platforms.
  • Familiarity with IT asset management and documentation best practices.

Additional Information

  • Position may require occasional lifting of computer hardware or extended periods of computer use.
  • Strong emphasis on professionalism, patience, and clear communication with users at all levels.

This role is ideal for IT professionals who thrive in dynamic, round-the-clock environments and are committed to delivering high-quality, user-focused support while working as part of a multilingual team.

Job Type: Full-time

Pay: ₹12, ₹15,000.00 per month

Work Location: In person

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