Tech Support Engineer - Helpdesk

We are looking for an IT Customer Support Engineer to serve as the first point of contact for users facing IT-related issues. The ideal candidate will be responsible for logging, tracking, and following up on incidents through the ManageEngine portal, ensuring timely resolution, and maintaining strong communication with both users and technical teams. 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.

Key Responsibilities

• 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.

Requirements

• 2–3 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.

Benefits

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