It Help Desk Engineer

2 days ago

Delhi NCR New Delhi, India Trignodev Software Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Position: IT HelpDesk Engineer

Experience Required: 3 5 Years

Location: Unit–Office No.5 2nd Floor,WorldMark-4 Aerocity Delhi & D-71/2 Rama Road Motinagar Delhi

Key Responsibilities:

End User Support

  • Provide L1 and L2 support for end-user IT incidents and requests via phone & remotely.

  • Troubleshot issues related to:

  • Microsoft 365 (Office 365) – Outlook, Teams, SharePoint, OneDrive, Exchange Online, licensing, and MFA.

  • Windows OS (Windows 10/11) – installation, configuration, patching, and performance tuning.
  • Hardware – laptops, desktops, docking stations, printers, and peripherals.

  • Networking – VPN, IP addressing, Wi-Fi connectivity, and LAN troubleshooting.

  • Perform password resets, account unlocks

  • Ensure compliance with security policies properly
  • Log and manage all support tickets in the ITSM system.
  • Troubleshoot and resolve issues within SLA, escalating to higher levels when required.
  • Update users on ticket status and ensure timely closure with proper documentation.

System Administration & Maintenance

  • Support Windows & AV patch management and updates.
  • Coordinate with vendors for warranty claims, AMC, and hardware replacement.
  • Perform routine health checks of desktops, laptops, and basic networking devices.
  • EPABX system troubleshooting.

Required Skills & Competencies:

  • Strong knowledge of Office 365 (Outlook, Teams, OneDrive, SharePoint, Exchange Online).
  • Proficiency in Windows OS support (Windows 10 & 11).
  • Hands-on experience with Active Directory (user/group administration).
  • Strong understanding of network basics – TCP/IP, DHCP, DNS, VPN, Wi-Fi troubleshooting.
  • Familiarity with ticketing/ITSM tools
  • Ability to communicate technical issues clearly to non-technical users.
  • Strong problem-solving, multitasking, and analytical skills.
  • Ability to work independently and proactively resolve most issues without escalation.

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