IT Support Specialist

2 weeks ago

Mumbai Central, India Sharp Brains Ltd Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Summary:

We are seeking a proactive and customer-focused IT Helpdesk Technician to provide first-line support for hardware, software, and network-related issues. You will be the first point of contact for internal users, diagnosing problems, resolving or escalating them appropriately, and ensuring smooth IT operations.

Key Responsibilities:

  • Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
  • Diagnose and resolve hardware, software, and networking issues.
  • Install, configure, and maintain desktop and laptop systems, printers, and mobile devices.
  • Manage user accounts and permissions in Active Directory, Office 365, or similar systems.
  • Escalate unresolved issues to higher-level support teams with proper documentation.
  • Maintain accurate records of user issues, troubleshooting steps, and solutions in the ticketing system.
  • Provide support for remote access, VPN, and collaboration tools (e.g., Zoom, Teams).
  • Assist in onboarding/offboarding processes (account setups, equipment provisioning).
  • Follow ITIL best practices and adhere to company policies and SLAs.

Requirements:

Education & Experience:

  • Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • 1 years of experience in a helpdesk, service desk, or technical support role.

Technical Skills:

  • Strong knowledge of Windows and macOS environments.
  • Familiarity with ticketing systems (e.g., ServiceNow, Jira, Freshservice).
  • Experience with Microsoft 365, Active Directory, basic networking.
  • Understanding of cybersecurity basics and data privacy.

Soft Skills:

  • Excellent problem-solving and communication skills.
  • Customer service orientation and patience under pressure.
  • Ability to prioritize and manage multiple tasks effectively.

Job Type: Full-time

Experience:

  • Desktop support: 2 years (Required)

Location:

  • Mumbai Central, Mumbai, Maharashtra (Required)

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