Help Desk Engineer

8 hours ago

Chennai, Tamil Nadu, India iLink Digital Full time ₹ 5,00,000 - ₹ 15,00,000 per year

We are seeking an experienced Help Desk Engineer with strong expertise in software installation, troubleshooting application issues, managing virtual devices, and working with ticketing tools. The role requires hands-on technical skills, excellent communication, and the ability to provide high-quality support for US-based clients.

Key Responsibilities:

  • Provide L1/L2 technical support for US-based end-users.
  • Install, configure, and troubleshoot issues during software/application installations.
  • Manage and support virtual devices / VDI environments.
  • Log, track, and resolve tickets using ticketing tools (ServiceNow, Jira, Zendesk, Freshdesk, etc.).
  • Diagnose and resolve hardware, software, and basic network connectivity issues.
  • Assist in user account management, password resets, and access issues.
  • Document incidents, resolutions, and troubleshooting steps in the system.
  • Escalate unresolved issues to higher-level teams and follow up until closure.
  • Ensure tickets are resolved within agreed SLAs and maintain high client satisfaction.

Required Skills & Experience:

  • 25 years of IT Help Desk / Technical Support experience.
  • Strong knowledge of software/application installation and troubleshooting.
  • Experience with ticketing systems (ServiceNow, Jira, Zendesk, or similar).
  • Hands-on experience with virtual devices / VDI environments.
  • Familiarity with Windows and Mac OS environments.
  • Basic understanding of network troubleshooting (IP, DNS, VPN, Wi-Fi issues).
  • Strong communication skills, with prior experience supporting US clients.
  • Customer-oriented mindset with ability to multitask and prioritize.

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