Help Desk Engineer

7 days ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 1,04,000 - ₹ 1,30,878
**Job Title:** Technical Support Specialist

 

**Job Description:

 Troubleshooting and Technical Assistance.

  • Provide first- and second-level technical support to end-users via phone, email, and remote assistance tools.
  • Troubleshoot and resolve hardware, software, network, and application-related issues within defined SLAs.
  • Log, track, and manage incidents, service requests, and problem tickets in the ITSM tool.
  • Escalate complex technical issues to higher support tiers or specialized teams when necessary.
  • Maintain documentation of incidents, resolutions, and technical procedures.
  • Install, configure, and upgrade operating systems, applications, and IT equipment.
  • Ensure user account management, password resets, and access control in line with security policies.
  • Support end-users in using collaboration tools, VPN, email, and enterprise applications.
  • Monitor system performance and proactively address recurring technical issues.
  • Collaborate with IT teams to implement preventive measures and improve service quality.

 

**Required Skills and Qualifications:

 

  • 3 to 7 years of experience in service desk or technical support roles.
  • Proficiency in troubleshooting Windows/Mac OS, MS Office, networking, and IT hardware.
  • Familiarity with ITIL processes and incident management tools (e.g., ServiceNow, Remedy, Jira).
  • Strong problem-solving skills and customer-oriented approach.
  • Excellent verbal and written communication skills.
  • Ability to work in shifts and handle high-volume support environments.

 

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