Description

Provide end-user support for application, desktop, and system administration issues while managing the full incident lifecycle.

This role is on-site.

Responsibilities

• Triage, troubleshoot, and resolve IT incidents and service requests via phone and email.
• Diagnose root causes for Windows, macOS, and VDI environments using defined SOPs.
• Manage helpdesk requests, ensuring timely communication and adherence to SLAs.
• Document and update all incidents, resolutions, and knowledge base articles in the ticketing system.
• Escalate critical or high-priority incidents requiring urgent attention to senior engineering teams.

Required Skills

• 2 to 5 years of experience in an IT Helpdesk or Service Desk (voice-based support).
• Hands-on troubleshooting experience with Windows and macOS operating systems.
• Knowledge of ITIL framework and service management terminology.
• Understanding of basic networking concepts: DHCP, IP addressing, DNS, TCP/IP, and VPN.
• Experience supporting enterprise applications including Outlook, MS Office, and Google Workspace.
• Proficiency in ticketing systems and strict adherence to SLAs.
• Strong verbal and written communication skills for customer-facing interactions.

Preferred Skills

• Experience working in a 24×7 environment with rotating shifts.
• Ability to handle stressful situations and adapt to changing requirements.

Key Skills

Education

Any Graduate