Help Desk Technician – Level 1

3 days ago

Bengaluru Delhi Mumbai NCR, India Ponka Full time ₹ 2,00,000 - ₹ 6,00,000 per year

JOB TITLE : Help Desk Technician Level 1

REPORTS TO : Director of IT (U.S.-Based)

LOCATION : India

HOURS : 8:30 a.m. - 5:00 p.m. EST

JOB SUMMARY:

  • We are seeking a skilled and motivated Help Desk Technician Level 1 to join our IT team. The ideal candidate will have a strong foundation in technical support and excellent communication skills. This role involves providing front-line support to end-users, diagnosing technical issues, and escalating complex problems to senior IT staff. The position requires a service-oriented approach, strong troubleshooting capabilities, and the ability to operate effectively in a team environment.

RESPONSIBILITIES AND DUTIES:

  • Create, respond to, and resolve IT support tickets; escalate unresolved issues to appropriate team members.

  • Support and maintain all PCs, printers, peripherals, and perform basic LAN/WAN troubleshooting.

  • Diagnose hardware and software issues and implement effective solutions independently.

  • Update and contribute to the internal Knowledge Base to improve team efficiency.

  • Adhere to standard IT support procedures, ensuring proper documentation and issue resolution.

  • Collaborate with senior IT staff on ongoing and upcoming projects (e.g., Windows 10 migration, Office 365 deployment).

  • Demonstrate accountability by taking ownership of assigned issues with minimal supervision after training.

WORKING CONDITIONS:

  • The role requires flexible working hours to collaborate effectively with U.S.-based teams, primarily operating in Eastern Standard Time (EST). A reliable internet connection and a professional home office setup are essential for virtual meetings, secure procurement systems, and data access. The position may occasionally involve early morning or evening meetings to accommodate cross-time-zone coordination. The role also involves extended periods of computer use and regular engagement through digital communication tools.

  • Basic Active Directory (AD) and email account maintenance.

  • HTML/Web design and website troubleshooting.

  • Desktop/laptop repair, hardware replacement, and system rebuilds.

  • Strong multitasking abilities and experience handling time-sensitive issues.

  • Excellent verbal and written communication skills.

  • Must be self-motivated, reliable, and capable of working independently or as part of a team.

PREFERRED :

  • Working knowledge of mobile devices to include iPhone, iPad, Surface, etc.

  • Mac OS, iOS

  • Dreamweaver

  • Crystal Reports, SQLuated

QUALIFICATIONS:

  • Minimum 2 years of relevant IT support or Help Desk experience.

  • Proficiency in Windows 7 (required) and Windows 10 (preferred).

Location - Mumbai, Delhi / NCR, Bengaluru , Kolkata, Chennai, Hyderabad, Ahmedabad, Pune, Remote (WFH)

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