IT Helpdesk Support

2 days ago

Thane, India Amsys Innovative Solutions Full time

Key Responsibilities:
Technical Support & Troubleshooting**:Provide L2 support for Windows & Mac platforms across multiple clients and client site locations.** Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations. **Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.** Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments. **Ensure that all technical issues are resolved with a focus on quality, efficiency, and mínimal disruption to clients.**

**Ticket Management & Documentation**: Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary. **Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.** Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.

**Collaboration & Client Interaction**: Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security. **Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.** Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.

Cloud Infrastructure & Security Awareness**:Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments.** Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

Qualifications & Skills:
**3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.**

Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.

**Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).**

Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).

**Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration**

Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
- Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.

Ability to plan and execute maintenance activities, ensuring mínimal disruption to client operations.

Excellent documentation skills, with attention to detail in creating clear and structured records

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

Pay: ₹50,000.00 - ₹80,000.00 per month

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Shift:

- Rotational shift

Work Location: In person

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