IT Support & Service Desk

About the role

We are looking for an IT Support & Service Desk professional to deliver Level 1 and Level 2 technical assistance to our end‑users. The role involves troubleshooting hardware, software and network issues while ensuring timely resolution in line with service‑level agreements.

Key responsibilities

• Provide Level 1 and Level 2 support, diagnose and resolve hardware, software, OS and network problems.
• Log, track and manage incidents and service requests using ManageEngine or Zoho ticketing systems.
• Escalate complex cases to vendors or higher support tiers and ensure SLA compliance.
• Install, configure and maintain Windows operating systems, business applications and user accounts.
• Perform software deployments, updates and patch management; monitor system performance.
• Troubleshoot LAN, WAN, Wi‑Fi, VPN and internet connectivity; support switches, routers, firewalls and access points.
• Configure and maintain desktops, laptops, printers, mobile devices and manage IT inventory.
• Support endpoint security solutions (antivirus, EDR), implement security best practices and assist with security audits.
• Maintain accurate documentation, create knowledge‑base articles and generate support reports.
• Participate in infrastructure projects, migrations and technology roll‑outs, coordinating with internal teams and external vendors.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 2–3 years of experience in IT support, help‑desk or system administration.
• Strong knowledge of Windows environments and Microsoft technologies.
• Experience with ticketing platforms such as ManageEngine or Zoho.
• Good understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPNs).
• Familiarity with endpoint security solutions and security incident response.
• Excellent communication and customer‑service skills.

Required skills

• Windows operating system administration
• ManageEngine ticketing system
• Zoho ticketing system
• TCP/IP, DNS, DHCP, VLANs, VPNs
• Endpoint security (antivirus, EDR)
• Software deployment and patch management
• Network device support (switches, routers, firewalls, access points)