Helpdesk Support Engineer/IT Helpdesk Engineer

3 months ago

delhi, India Programmers.io Full time

Job Overview for the position of Helpdesk Support Engineer/IT Helpdesk Engineer

We are looking for a skilled and proactive Helpdesk Engineer to join our IT support team in Hyderabad and Jaipur. The ideal candidate will possess strong technical skills, a problem-solving mindset, and a dedication to delivering high-quality support to our users. You will be responsible for diagnosing and resolving complex technical issues, maintaining IT systems, and providing exceptional support to ensure the smooth operation of our IT infrastructure.

Key Responsibilities:
· Technical Troubleshooting: Provide advanced technical support for hardware, software, and network issues. Diagnose and resolve complex technical problems involving operating systems, applications, and network connectivity.
· Incident Management: Manage and prioritize incoming support requests and incidents through the helpdesk ticketing system. Ensure timely resolution and follow-up to maintain high levels of customer satisfaction.
· System Maintenance: Perform routine and preventive maintenance tasks, including system updates, patches, and backups. Assist with the configuration and deployment of new hardware and software.
· User Support: Assist end-users with the setup, configuration, and troubleshooting of IT equipment and software applications. Provide clear instructions and solutions to resolve technical issues efficiently.
· Documentation: Create and maintain detailed documentation of technical issues, resolutions, and standard operating procedures. Develop and update knowledge base articles and user guides to support self-service and knowledge sharing.
· Collaboration: Work closely with other IT team members and departments to address complex issues and support cross-functional projects. Provide feedback on recurring problems and contribute to process improvements.
· Training: Conduct training sessions and workshops for end-users on new technologies, tools, and best practices. Create and deliver user guides and training materials as needed.
· Security Compliance: Ensure adherence to IT security policies and best practices. Assist in monitoring and responding to security incidents and vulnerabilities.

Qualifications:
· Education: Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
· Experience: 5-8 years of experience in a helpdesk or technical support role, with a focus on advanced troubleshooting and system administration.
· Technical Skills: Proficiency with operating systems (Windows), Office 365, office productivity tools (Microsoft Office Suite), networking concepts. Experience with Azure, Entra, EDR, VPN, and remote desktop tools is required.
· Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) are preferred.
· Soft Skills: Excellent problem-solving skills, strong communication abilities, and a customer-focused approach. Ability to work effectively under pressure and manage multiple priorities.

Additional Requirements:
· Ability to work flexible hours, including occasional evenings or weekends if necessary.
· Strong analytical and organizational skills.
· Ability to handle sensitive information with confidentiality.

This position will be in a work from office environment all 5 days a week. Location: Hyderabad (1 Vacancy) and Jaipur (1 Vacancy)
If you’re interested, please share your resume with me (priyanka.tiwari1@programmers.io) so that I can review your resume and if you’re the correct person, I’ll be reaching out to you.

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