Help Desk Engineer

1 day ago

Bengaluru, India Sightspectrum Full time

Experience Level : 2 to 4 years

Work Mode : Work from Office

Shifts : Quarterly Rotational 2 PM to11 PM, 6 PM to 3 AM, 9 PM to 6 AM

Work Mode : Work From Office

Interview Mode : Face to Face

Experience

2 to 4 years of Tier 2 experience in a technician, help desk, or desktop support role.

Technical Skills:

* Proficient in macOS and Apple hardware/software troubleshooting.

* Strong Windows installation and troubleshooting skills (Windows 10 and 11).

* Experience supporting devices including MacBooks, iPhones, iPads, Androids, and Windows laptops/desktops (HP, Lenovo, Dell).

* Microsoft Office 365 Administration and application support.

* Familiarity with Active Directory.

Communication & Professionalism:

* Must communicate effectively in a fast-paced team environment.

* Ability to think critically and troubleshoot beyond KB articles or scripted responses.

* Familiar with IT terminology and best practices, including SLA, KPI, CSAT, and ITIL v4.

Help Desk Competencies:

* Experience handling T1/T2/T3-level issues with strong time management and prioritization.

* Knowledge of when and how to escalate tickets appropriately.

* Capable of triaging, categorizing, and prioritizing tickets accurately.

* Consistently provides detailed documentation and ticket notes.

* Proven ability to maintain quality service under high ticket and call volumes, in alignment with Penumbras IT standards and SLAs.

Preferred Skills

* Experience troubleshooting printers (Zebra, HP, Canon, Konica).

* Familiarity with Intune, SCCM and JAMF (JAMF 100 certification preferred).

* Remote support experience with RDP and Bomgar.

* Experience using ServiceNow or similar ticketing systems.

* Basic asset management knowledge.

* Tier 1 networking troubleshooting (e.g., IP configuration, ping, Wi-Fi issues).

* Understanding of DHCP, DNS, RDP, and other network fundamentals.

* Ability to create and maintain knowledge base articles and troubleshooting documentation

Interested candidates can share their updated resumes to

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