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IT Service Desk Help Desk (Full-Time, On-Site) bei Parallelwireless

Parallelwireless · Pune, Indien · On-site

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Description

IT HelpDesk Technician (Full-Time, On-Site)

What You'll Do

  • Serve as a representative of the IT Department by providing exceptional customer service and ensuring the timely resolution of support requests.
  • Provide Level I and Level II technical support in a fast-paced, dynamic environment.
  • Serve as the primary point of contact for end users, supporting hardware, software, networking, and account-related issues throughout the entire support lifecycle.
  • Troubleshoot and resolve end-user issues efficiently, professionally, and courteously to maximize productivity for both onsite and remote employees.
  • Create and manage user and computer accounts in Active Directory.
  • Perform routine and non-routine Active Directory changes following established approval processes.
  • Support and manage Windows, macOS, Linux, iOS, and Android devices using Mobile Device Management (MDM) solutions.
  • Escalate complex or high-priority incidents to the appropriate support teams and collaborate with escalation teams to drive issues to resolution.
  • Perform additional troubleshooting as requested by escalation teams and provide users with timely status updates.
  • Accurately document, track, and verify the resolution of all incidents and service requests within the ticketing system.
  • Follow all IT policies, procedures, and standard operating procedures (SOPs) when documenting and resolving support requests.
  • Adhere to all corporate security policies and applicable ISO standards.
  • Configure, deploy, and maintain end-user hardware, including laptops, desktops, peripherals, and workspace setups for onsite employees.
  • Fulfill hardware deployment, replacement, and refresh requests in a timely manner.
  • Continuously learn and adopt new technologies, systems, and IT processes.
  • Perform additional duties and participate in projects as assigned by management.

    • What You'll Bring

    Required Skills

  • Excellent customer service, communication, and interpersonal skills.
  • Strong documentation skills with exceptional attention to detail.
  • Strong verbal and written English communication skills for in-person, phone, and email support.
  • Ability to thrive in a fast-paced, customer-focused environment.
  • Ability to work independently with minimal supervision.
  • Strong organizational, time management, and problem-solving skills.
  • Self-motivated with a proactive approach to learning new technologies and processes.

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    Technical Skills

  • Mandatory 3Y Experience supporting Windows 11, macOS, iOS, Android, and Linux operating systems.
  • Mandatory 3Y Experience administering Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft Exchange Online, and Active Directory.
  • Mandatory 3Y Experience with Microsoft 365 applications and services.
  • Solid understanding of networking fundamentals, including DNS, DHCP, firewalls, and switching.
  • Basic PowerShell and Bash scripting experience.
  • Experience supporting endpoint management and MDM solutions.
  • Experience performing hardware deployments, lifecycle management, and refresh initiatives.

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    Experience & Qualifications

  • Minimum of 3 years of experience in an IT Help Desk or Desktop Support role, primarily supporting Windows environments using Active Directory.
  • Experience supporting a multi-site organization with 500+ users is preferred.
  • Experience administering Windows Server environments is a plus.
  • Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent are a plus.
  • Bachelor's degree (or equivalent) in Information Technology, Computer Science, or a related field from an accredited college or university.

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    Job Location: Pune

    Employment Type: Full-Time, On-Site

    Jetzt bewerben

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