to provide second-level support for all end-user IT-related issues. The candidate must be CCNA certified, with a strong understanding of networking, hardware, and enterprise support systems. You will be responsible for troubleshooting escalated issues, supporting desktop and network environments, and ensuring a seamless IT experience for users.
Key Responsibilities:
End User Technical Support
o Provide hands-on support for desktops, laptops, printers, scanners, biometric/attendance systems, Barcode scanner, ?R/Barcode Printers and conference room equipment (projectors, TVs, audio systems, etc.).
o Assist users in day-to-day operations of Microsoft 365 tools including OneDrive, SharePoint, Outlook, Teams, etc.
o Guide users on common software installations and resolve application-related issues (PDF tools, browser settings, printer drivers, etc.).
System Configuration G Deployment
o Configure laptops and desktops as per company IT policy and defined software baseline.
o Ensure proper asset tagging and labeling before system handover to users.
o Join eligible systems to Active Directory based on company policy and user profile.
o Ensure installation and activation of Antivirus/EDR solutions (e.g., CrowdStrike, Defender, etc.).
Hardware G Peripheral Troubleshooting
o Perform basic hardware diagnosis and troubleshooting (RAM, HDD, cables, display, power, etc.).
o Perform basic network diagnosis. Do internal coordination with Network team if it is network issue.
o Coordinate with OEM/vendor for parts replacement under warranty (if applicable).
o Support for printer maintenance, toner replacement, and troubleshooting printing issues.
Helpdesk Ticketing and SLA Compliance
o Acknowledge and act on tickets assigned via the Helpdesk tool (ManageEngine ServiceDesk Plus or equivalent).
o Update ticket progress and provide regular feedback to the Helpdesk coordinator and end-user.
o Ensure timely resolution of all tickets within defined SLA timelines.
o Escalate unresolved or delayed issues to the next level in the support hierarchy.
Asset Management Support
o Maintain and update asset information related to assigned systems and peripherals.
o Coordinate with the Helpdesk/Asset team for movement, reallocation, or disposal of IT assets.
o Support in physical verification, tagging, and reconciliation of IT inventory.
Required Skills & Qualifications:
Bachelor's degree in IT, Computer Science, or a related field (preferred).
Minimum 4 years
of experience in End User IT Support or Desktop Support roles.
CCNA Certification
is mandatory.
Strong knowledge of Windows OS, Active Directory, Office 365, and standard desktop applications.
Experience with networking concepts and troubleshooting (LAN, WAN, DHCP, DNS, etc.).
Hands-on experience with system imaging, antivirus, and backup software.
Familiarity with ticketing systems (e.g., ServiceNow, Jira, Freshservice).
Excellent verbal and written communication skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Job Types: Full-time, Permanent
Pay: ₹27,000.00 - ₹30,000.00 per month
Benefits:
Provident Fund
Work Location: In person
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