IT Help Desk Engineer

Virtuhost Support Pvt Ltd is an MSP - IT, network & solutions provider with a focus on the Hospitality industry that has had rapid growth over the past seven years establishing itself as an experienced solutions provider for the Hospitality and retail industry. Virtuhost Support Pvt Ltd is now working with established Brands, business owners, management companies and operators to which it deploys some or all of its solutions.

IT & Infrastructure, CCTV systems, Guest Wi-Fi, Structured Cabling, Project management, Hotel Phone System, Hotel TVs and Door Locking Systems are the core solutions that Support on all the element is of course part of the overall solution offered.

Core value of our company is to deliver outstanding quality services with excellent customer care.

Due to our continued success, we are looking to expand our team and are looking for individuals with a high degree of motivation, technical capabilities and a genuine desire to develop themselves while the business grows further. We are looking for helpdesk technician / engineer to join our team in Mumbai, India. We will be operating 24 * 7 help desk facility out of this office. And the technicians will work in rotating shift patterns Day, Evening, Night, Location: Mumbai, India

Job description:

• Receiving, prioritizing, documenting and actively solving request from our clients in a timely manner while manning our support help desk
• Overseeing and reviewing our clients IT infrastructure. (including but not limited to servers, switches, storage devices, security & software applications, hosting, remote offices, WiFi solutions hardware and software, backups, 1st line CCTV and 1st line phone systems)

Key Responsibilities:

• Manage effectively the resolution for support issues that are reported to us in an efficient and timely manor
• Communicate regularly and efficiently with our client, your colleagues and management to ensure the best experience possible for our clients.
• Prioritising and keeping track of the incoming cases logged by our clients and act accordingly.

Personal Skills Required:

• Excellent attitude and great phone etiquette
• Team player with the ability to motivate and educate other team members in principles of service delivery excellence
• Ability to demonstrate clear & confident communication skills both written and verbally
• Ability to deal with problems and technical issues in a friendly, calm and positive manor.
• Excellent problem solving ability. A proactive thinker who encompasses the Bigger Picture
• Pasion for IT and Technology with a drive to help customers take advantage of new solutions
• An enthusiastic, thorough and methodical approach to problem solving.
• Ability to multi-task, prioritise and escalate accordingly.
• Self-motivated.
• Ability to learn new skills quickly for example, supporting new applications.
• Tenacity and dedication to pursue an issue from beginning to end.
• The initiative and reliability to work unsupervised on many occasions.

Technical skills required:

• Previous experience in IT support required.
• Ability to produce clear, concise and accurate documentation and job notes.
• Windows 10, 11 to advanced level.
• Office Office 365 versions to advanced level.
• Windows Server 2016 / 2019 administration, build and maintenance.
• Strong understanding and working knowledge of Active Directory, exchange mailbox
• Cloud technologies i.e. Office 365, DNS, group policies, domain controllers.
• Good knowledge of Routers, Firewalls, Switches, VPN devices and wireless and other
• Networking technologies.
• Good understanding of AV technologies and experience of their administration.
• Strong understanding of backups and restoration methods.
• Strong understanding of NTFS and share permissions on previous & current Windows

Server environments.

• The ability to articulate at a technical level appropriate to the

circumstances e.g. for clients with varying levels of IT knowledge & competence.

• Natural interest in IT with a desire to stay up to date of new technologies.

Desirable attributes:

• Creative thinking around process analysis and improvement.
• Skills and patience to deal with difficult or demanding clients.
• Knowledge of Apple computer systems and software
• Network design, build and troubleshooting, including switching and routing
• CCTV Systems installation setup
• Wi-Fi networks setup knowledge
• An understanding of the Hospitality industry