Helpdesk engineer/ ecosystem partner support

Role Overview

Responsible for providing first-level IT support and helpdesk services, ensuring

timely resolution of user issues and efficient ticket handling. The role focuses on end-

user support, incident logging, basic troubleshooting, and maintaining service quality in

a 24x7 operational environment.

Key Responsibilities

• Provide L1 support for incidents and service requests via calls, email, and chat

• Log, track, and manage tickets using ITSM tools with proper categorization and

prioritization

• Perform basic troubleshooting for Windows OS, Outlook, MS Office,

connectivity, and enterprise applications

• Execute tasks as per SOPs and knowledge base articles (KBAs)

• Run diagnostic checks and resolve hardware/software issues at first level

• Install and support IT hardware and peripherals for end users

• Ensure SLA adherence through timely resolution or escalation to L2/L3 teams

• Perform event monitoring and tracking for reported issues

• Redirect issues to appropriate teams using skill-based routing

• Maintain ticket lifecycle management, including updates, follow-ups, and

closures

• Prepare activity and incident reports and highlight recurring issues

• Coordinate with vendors and internal teams for issue resolution

• Maintain proper documentation, logs, and shift handovers

• Stay updated with system changes, updates, and new processes

Qualifications

• BE / B.Tech / B.Sc (Electronics/IT) / MSc / MCA or equivalent

• ITIL V3/V4 Foundation (trained/preferred)

• Strong written and verbal communication skills

• Language proficiency: Hindi and English (Mandatory)

• Good working knowledge of MS Office tools

Experience & Skills

• 23 years of experience in IT Service Desk / Helpdesk support

• Experience with call tracking applications and ITSM tools

• Experience in report generation and predefined reporting tools

Technical Skills:

• Knowledge of Windows OS, MS Office, Outlook, and email clients

• Basic understanding of network connectivity issues

• Hands-on experience with IT hardware and peripherals

• Understanding of ticket lifecycle management and SLA adherence

• Familiarity with ITSM reporting and documentation practices

• Awareness of event monitoring and incident tracking

Preferred

• Exposure to 24x7 support environments

• Experience in vendor coordination and user interaction

• Familiarity with knowledge base management and SOP execution

Key Competencies

• Strong communication and customer handling skills

• Good analytical and troubleshooting ability

• Ability to work in high-pressure, 24x7 environments

• Strong interpersonal and coordination skills

• Attention to detail and documentation discipline