IT Helpdesk Engineer

Job Summary

The IT Helpdesk Engineer Level 1 is responsible for providing first-line technical support to internal users, Onsite support, resolving incidents and service requests, and ensuring a high level of customer service. The role involves troubleshooting hardware, software, and Microsoft 365-related issues while supporting IT operations and projects.

Key Responsibilities

• Manage incidents and service requests through the ticketing system.
• Respond to user queries via phone, email, and ticketing tool.
• Troubleshoot Windows OS, Microsoft Office, Outlook, Teams, and O365 issues etc
• Support Active Directory account administration – Group creation, user management
• Assist with MFA, password resets, and account lockouts.
• Provide Azure AD / Intune Level 1 support.
• Diagnose hardware issues on laptops, docking stations, printers, and peripherals.
• Perform hardware diagnostics and basic repairs.
• Install, configure, and maintain IT equipment.
• Build, image, and deploy new devices.
• Manage IT inventory and asset records.
• Coordinate hardware warranty and OEM support calls.
• Support disaster recovery testing and related floor activities.
• Maintain and contribute to knowledge base documentation.

Required Skills

Microsoft 365 Administration

AD, Intune & Azure support

VDI Support

Windows 11 Troubleshooting

Hardware Troubleshooting

Basic Networking Troubleshooting

Excellent Customer Service Skills

Soft Skills

• Excellent verbal and written communication.
• Strong customer service orientation.
• Good problem-solving and analytical skills.
• Ability to work under pressure and manage priorities.
• Team player with a willingness to learn and grow.

Experience

• Minimum 3-4 years of experience in a Helpdesk environment.
• Experience supporting Microsoft technologies, Active Directory, Office 365, and end-user devices.
• Experience with ticketing systems and SLA-driven support environments.

Qualifications

• Degree/Diploma in Information Technology, Computer Science, or equivalent experience.
• ITIL Certification preferred.
• Microsoft Certifications are advantageous.
• Please include the following details in while applying.

• Current Location in Mumbai (e.g., Dadar, Vikhroli, Kalyan, Mira Road, etc.)
• Current Fixed Compensation (excluding variable bonus)
• Notice Period