Helpdesk Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver Level 1 technical support via telephone, email, chat, and ticketing systems.

• Act as the primary point of contact for customer incidents and service requests.

• Oversee and manage the support queue, prioritizing tickets based on urgency, business impact, and SLA requirements.

• Conduct initial troubleshooting, diagnosis, documentation, and resolution of technical issues.

• Resolve application, software, access, connectivity, and remote-access problems.

• Assist users in Windows environments and, when necessary, Linux-based systems.

• Diagnose basic networking issues related to LAN/WAN, Wi-Fi, DNS, DHCP, and TCP/IP.

• Carry out basic Active Directory user administration and access-related tasks.

• Aid in identity and access management functions within cloud and Linux environments.

• Create, track, update, and close incidents and service requests in accordance with established procedures.

• Quickly respond to P1/P2 incidents while adhering to established incident management and escalation protocols.

• Collaborate with L2/L3 engineering teams, management, vendors, and other technical groups to facilitate incident resolution.

• Engage in incident coordination/war-room activities as necessary.

• Open, monitor, and escalate tickets and outages with ISPs, carriers, and technology vendors.

• Maintain precise case notes, troubleshooting details, customer communications, and resolution documentation.

• Adhere to established SOPs, knowledge base articles, quality standards, and change-control processes.

• Contribute to the ongoing enhancement of support documentation, procedures, and knowledge base articles.

• Effectively manage changing priorities and multiple support interactions.

• Perform other technical support tasks as assigned.

• Complete approximately four weeks of customer-specific training and transition to the designated production shift upon successful training completion.

⛳️ Requirements

• Minimum of 1 year of experience in IT, Help Desk, Service Desk, or Technical Support, or a recent graduate from an IT/technical program.

• Fundamental understanding of Windows operating systems.

• Basic knowledge of networking concepts, including LAN/WAN, Wi-Fi, DNS, DHCP, and TCP/IP.

• Basic understanding of Active Directory and user administration.

• Excellent written and verbal communication skills.

• Strong customer service and interpersonal skills.

• Good analytical and problem-solving capabilities.

• Ability to manage multiple tasks, priorities, and support interactions simultaneously.

• Capability to work independently and recognize when to escalate issues.

• High attention to detail and commitment to accurate documentation.

• Willingness and ability to quickly learn new technologies, applications, systems, tools, and processes.

• Ability to function effectively in a team-oriented and process-driven environment.

• Flexibility to work varied schedules, including night and weekend shifts.

• Comfortable providing support to users via phone, email, and chat.

• Proficient in using company-provided equipment while adhering to equipment handling, security, and operational guidelines.

• Preference for candidates located in or near Bengaluru due to equipment logistics.

• Exposure to Linux operating systems and basic command-line concepts.

• Experience with ServiceNow, Salesforce, ServiceMax, or similar ITSM/ticketing platforms.

• Familiarity with cloud environments such as AWS.

• Experience in supporting remote users or remote-access technologies.

• Knowledge of Citrix Workspace or similar virtual/remote desktop technologies.

• Previous experience working with ISP or technology vendor support teams.

• Experience in a structured Service Desk or Technical Support environment.

🏝️ Benefits

• Comprehensive Health Insurance policy.

• Employee Wellness Program focusing on mental health.

• Robust reward and recognition initiatives.

• Company incentive programs available.

• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave, and Paid Leave for personal time off.

• Abundant growth and learning opportunities.

• Options for remote work.

• Emphasis on work/life balance.

• Immigration Program facilitating relocation to Canada for eligible employees.