IT Helpdesk Technician

**Job Title**: IT Helpdesk Technician**

**Department***:Etech Technology Solutions (ETS)

**Location**: Gandhinagar**

Our team is growing - but we are not adding members just to fulfill requests. We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime.

Our focus is to create lasting impressions with each customer interaction. Reflect on the times you have been the customer and you left your experience feeling satisfied, appreciated, and valued. Simply put - these are the experiences you will use to deliver world-class results to our customer base.

**ABOUT US**:
Globally, we are over 3000+ strong, and we are always searching for new team members which will offer fresh and innovative ideas and diverse approaches to everyday problem-solving.

Etech is governed by 12-character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other.

**What we offer**:
Transportation allowance
Canteen Subsidy
Night Shift allowance as per process
Health Insurance
Tuition Reimbursement
Work Life Balance Initiatives
Rewards & Recognition

**WHAT WE EXPECT YOU TO HAVE**:

- At least a High school diploma or G.E.D.
- Two or more years of technical training or equivalent experience
- One or more years of technical or customer support experience
- Experience with solving computer-related problems
- Experience working with company escalation policy
- Microsoft Office, A+ and Network+ certifications are beneficial, but not required

**We expect you to have**:

- Experience of networking fundamentals, mainly TCP/IP
- Windows and Mac OS hardware/software experience
- Microsoft Office knowledge, very knowledgeable with Excel in particular
- Active Directory management experience a plus, but not required.
- Virtual Machine deployment and management
- Wireless technologies and protocols know-how desirable
- VPN technologies (IPsec and SSL)
- Relevant technical certification is highly desirable
- Be a Team player
- Flexible attitude, reliable
- Network maps and document writing
- Customer-friendly demeanour
- Interpersonal skills for interacting with team members
- Good Communications skills
- Organization skills to balance and prioritize work
- Analytical and problem-solving skills
- Leadership skills to mentor and provide guidance to less experienced personnel
- Ability to work in a team environment
- Configure and administer a defined technology/system (e.g., Hardware, Operating Systems, Network and middleware) in support of ongoing operations and projects.
- Manage incidents and requests for a defined technology environment
- Provide network specific technical expertise for the support of security network system

**What You’ll Be Doing**:

- Troubleshooting all information technology issues, including software, hardware, and networking
- Provision, deprovision, and audit access rights for all company resources
- Assist in the management of Active Directory information, ensuring accuracy and regular updates
- Install and update desktops, laptops, mobile devices, peripherals, networks, and related software
- Assists end-users in resolving complex technical problems. Resolves and/or refers highly complex technical problems as appropriate
- Follows up with end-users to ensure that inquiries are resolved within established SLAs
- Logs and tracks inquiries using a ticketing system while maintaining history records
- Documents and maintains workflows utilized in successful issue resolution
- Identifies, evaluates, and prioritizes end-user problems and complaints to ensure that inquiries are successfully resolved
- Analyses and evaluates inquiry/problem reports and makes recommendations to reduce the need for help desk involvement and end-user effort
- May provide leadership and work guidance to less experienced personnel
- Mainly Tier 1, partly Tier 2 Support Level
- Working with a global team, providing Network-/Security Services on a high level of quality Assists with routine and ad hoc requests. Supports projects and initiatives within the department

Also, there is an 18 months of agreement and one of the original document submissions policies.

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹100,000.00 - ₹360,000.00 per year

**Benefits**:

- Food provided
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
- Work from home

Shift:

- Fixed shift
- Flexible shift