IT Help Desk Analyst - Coimbatore - Aceolution

    Aceolution
    Aceolution Coimbatore

    3 hours ago

    ₹250,000 - ₹550,000 (INR) per year * Technology / Internet
    Description

    We are looking for a proactive and customer-focused IT Help Desk Engineer to provide first-level technical support to global clients. The candidate should have hands-on experience in an IT help desk or technical support environment and be comfortable working in a 24/7 support process.

    Key Responsibilities

    • Provide Level 1 technical support to users across global locations.
    • Diagnose and troubleshoot Windows OS-related issues (Windows 10/11).
    • Handle basic network troubleshooting (LAN/WAN, VPN, DNS, DHCP, IP configuration).
    • Manage user accounts in Active Directory (AD):
    • User creation and deletion
    • Password resets
    • Group policy updates
    • Account lock/unlock
    • Manage incidents and service requests using a ticketing tool (ServiceNow, Jira, Freshservice, etc.).
    • Escalate complex issues to Level 2/3 support teams when required.
    • Maintain proper documentation of incidents, resolutions, and SOPs.
    • Ensure SLA adherence and timely resolution of tickets.
    • Provide remote support using standard remote access tools.

    Required Skills & Technical Competencies

    • Experience in Technical Support or IT Help Desk Support (1–3 years preferred).
    • Strong knowledge of:
    • Windows OS troubleshooting
    • Basic networking concepts (TCP/IP, DNS, DHCP)
    • Active Directory user management
    • Experience working with ticketing systems.
    • Understanding of Microsoft 365 / Google Workspace is an added advantage.
    • Basic knowledge of hardware troubleshooting (laptops, desktops, printers).
    • Good verbal and written communication skills.

    Soft Skills

    • Strong problem-solving ability.
    • Customer-oriented mindset.
    • Ability to work under pressure in a 24/7 rotational environment.
    • Good time management and multitasking skills.

    Eligibility Criteria

    • Diploma / Bachelor's Degree in Computer Science, IT, or related field.
    • Willingness to work in rotational shifts (including night shifts).
    • Experience supporting global clients is an added advantage.
    * This salary range is an estimation made by beBee
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