Tech Support Engineer Helpdesk
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Job Summary
This is an on-call role where you need to take inbound and outbound calls on IVR requiring flexibility to support rotational shifts and respond to urgent IT issues as needed including outside regular working hours.
- Interact with users to log incidents/tickets accurately in the ManageEngine ServiceDesk Portal.
- Take regular follow-ups with technicians on ticket status to ensure timely resolution within defined SLAs.
- Collect feedback from users upon ticket closure to ensure satisfactory resolution and service quality.
- Provide first-level troubleshooting support for IT hardware issues (desktops laptops printers peripherals etc.).
- Assist users with day-to-day IT tools such as O365 Active Directory (AD) Outlook MS Office tools PDF software etc. if required but not on a regular basis.
- Provide basic support and troubleshooting for networking issues (LAN Wi-Fi connectivity IP configuration etc.).
- Escalate unresolved or critical issues to the appropriate technical teams and track them through to closure.
- Be available for on-call support during off-hours/emergencies as per the rotation schedule ensuring critical issues are addressed promptly.
- Maintain accurate records of incidents resolutions and recurring issues for reporting and process improvement.
- Prepare and maintain daily KRA reports and other operational reports using Excel.
- Communicate clearly and professionally with users and internal teams in English Hindi and Gujarati.
- Ensure adherence to IT support processes ticketing SLAs and escalation matrices.
- Support ad-hoc IT requests and coordinate with vendors/technicians as needed.
Required Skills:
23 years of relevant experience in IT Customer/Helpdesk Support. Hands-on experience with ManageEngine (or similar ITSM/ticketing tools) is highly preferred. Good working knowledge of IT hardware (desktops laptops printers peripherals) and basic troubleshooting. Familiarity with networking fundamentals (LAN/WAN Wi-Fi IP addressing connectivity troubleshooting). Proficiency in daily-use IT tools: O365 Active Directory (AD) Outlook MS Office (Word/Excel/PowerPoint) PDF tools etc. Strong command of Excel for daily KRA reporting and data tracking. Excellent communication skills in English Hindi and Gujarati (written and verbal). Willingness to work in rotational shifts 6 days a week with on-call availability as required. Strong customer service orientation patience and problem-solving attitude. Ability to multitask and prioritize incidents based on urgency and business impact. Good to have: Basic knowledge of using AI-based tools (e.g. ChatGPT Copilot) for drafting reports documentation or troubleshooting reference.
