IT Help Desk Engineer-TKC

3 days ago

Bengaluru, Karnataka, India FINACPLUS GLOBAL SERVICES PRIVATE LIMITED Full time ₹ 40,00,000 - ₹ 80,00,000 per year

IT Help Desk Engineer

We provide virtual business process services to various types of overseas clients and this position is to be part of the IT Infrastructure team which will assist in in resolving all the IT requests relating to our client from the US Mortgage Finance industry.

Key Responsibilities:

  • Provide technical support to global users (US & UK) via phone, remote tools, email, and ticketing system.
  • Diagnose and resolve issues related to Windows servers, desktops, laptops, and network connectivity and all Operating systems.
  • Manage and troubleshoot on-premises Domain Controllers, DNS, DHCP, Group Policies, and user access issues.
  • Administer and support Microsoft 365 services (Exchange Online, SharePoint, Teams, OneDrive, and user management).
  • Configure and support VPN access, firewalls, and remote connectivity solutions.
  • Manage and monitor devices using tools like Atera, Intune, ConnectWise, and ensure endpoint compliance.
  • Create and maintain detailed work logs, incident documentation, and user guides.
  • Collaborate with internal teams to resolve escalated incidents and ensure smooth service delivery.
  • Communicate professionally with customers, manage expectations, and ensure timely follow-ups on open issues.
  • Participate in on-call rotation or shift support (including weekends and holidays) as part of the global support model.

Required Skills & Experience:

  • 3 - 4 years of experience in IT Infrastructure or Helpdesk Support (L1/L2).
  • Strong understanding of Active Directory, GPOs, DNS, DHCP, and Windows Server environments.
  • Proficient in Microsoft 365 administration and user management.
  • Good working knowledge of networking fundamentals, VPN
  • Experience using device management and RMM tools (eg.Atera, Intune,).
  • Knowledge of endpoint protection and third-party security tools.
  • Excellent troubleshooting and analytical skills, with a focus on root-cause identification and permanent fixes.
  • Strong verbal and written communication skills for interacting with US/UK customers and documenting issues clearly.
  • Ability to work independently under minimal supervision and deliver exceptional customer service.
  • Flexibility to work in 24/7 rotational shifts aligned with US/UK time zones.

Preferred / Nice-to-Have:

  • Familiarity with Azure AD, Microsoft Entra ID, and hybrid environment integration.
  • Exposure to ticketing and ITSM systems for incident/change management.

Location: Bengaluru

Timings: Rotational shifts

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