Helpdesk Support Engineer

8 hours ago

Hyderabad, Telangana, India Techno Facts Solutions Full time ₹ 4,50,000 - ₹ 9,00,000 per year

Job Summary:

We are looking for a skilled and customer-focused Helpdesk Support Engineer to provide first-level technical support across desktop, network, and application environments. The ideal candidate will have over 3 years of experience in IT support, including international voice support, and will be responsible for resolving user issues, managing tickets within SLA, and ensuring high service quality.

Key Responsibilities:

  • Respond to international support calls and provide timely resolution of technical issues.
  • Create, assign, and manage support tickets using ServiceNow or Zendesk, ensuring SLA compliance.
  • Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and software applications.
  • Perform identity and access management tasks such as password resets and access provisioning.
  • Install, configure, and test desktop software and internet browsers.
  • Provide first-level support for network and data security-related issues.
  • Coordinate with Level-2 and Level-3 support teams for escalations and keep users informed.
  • Participate in daily, weekly, and monthly team meetings and contribute to action items.
  • Generate and submit timely reports to supervisors on ticket volumes, trends, and recurring issues.
  • Adhere to corporate IT policies and procedures.

Required Skills & Qualifications:

  • Bachelors degree in Computer Science, IT, or a related field (BE/B.Tech/B.Sc).
  • Minimum 3 years of experience in technical support, with at least 1 year in international voice support.
  • Hands-on experience with Windows OS, M365 applications, and basic networking.
  • Familiarity with ticketing systems like Zendesk and ServiceNow.
  • Strong troubleshooting skills across hardware, software, and network environments.
  • Excellent communication skills—both verbal and written—in English.
  • Ability to work independently and collaboratively in a fast-paced, global support environment.

Preferred Qualifications:

  • IT certifications from recognized institutions (e.g., Microsoft, CompTIA).
  • Experience in Microsoft Entra and Intune.
  • Exposure to SLA/KPI tracking and reporting.
  • Knowledge of GenAI Conversational chatbots.

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