IT Helpdesk Specialist

Serve as the First Level Support for customers seeking technical assistance over the phone. Determine the best solution based on the issue and details provided by users. Follow standard help desk procedures to track and route unresolved issues to the next level of support personnel within the agreed SLA. Provide support for various internal departments.

Requirements

• Bachelor’s degree in computer science engineering or equivalent
• Minimum 4-6 years of experience in Helpdesk activities like troubleshooting, hardware imaging, password resets etc
• Proven experience as a help desk/ service desk role or other customer support role
• Very good working knowledge of Microsoft Windows 7, Windows 10 and Windows 11
• Expertise in troubleshooting Microsoft Office 2016, M365 along with internal applications
• Able to troubleshoot issues pertaining to Laptops, Desktops, Printer, Scanner, LAN, WAN issues.
• Able to handle network, VPN, Permissions, Internet applications etc.
• Support any of the common and custom desktop tools and applications
• Raise complaints and tickets with OEM vendors and part replacements.
• Prior working knowledge on DELL / Lenovo specific hardware is preferred.
• Basic understanding of tech terms like server, storage, network, LAN, WAN, VPN, RDP
• Good command over written & verbal communication
• Learning aptitude, organized and attention to detail.
• Ability to work in a team and under pressure situations.
• Ability to work responsibly with little or no direct supervision.
• Customer service-oriented and cool-tempered
• Working Conditions
• Should be flexible with 24*7 shifts.
• The incumbent is expected to work from office all 5 days

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance