Technical Support Analyst - IT Help Desk

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.