We are seeking a proactive and customer-focused DSS Helpdesk Support Engineer to provide first-level technical support to end users. The role involves troubleshooting hardware, software, network, and access-related issues while ensuring timely resolution and excellent customer service. The candidate will support day-to-day IT operations, manage service requests, and maintain IT assets in accordance with company standards.
Key Responsibilities
- Provide Level 1 and Level 2 technical support to end users via Snow ticket, phone, email, chat, and in-person support.
- Troubleshoot and resolve hardware, software, operating system, and application-related issues.
- Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.
- Support Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, and other business applications.
- Manage user accounts, password resets, and access requests through Active Directory and related systems.
- Provide support for VPN, Citrix, remote access, and multi-factor authentication (MFA) solutions.
- Monitor and update incidents and service requests through the ITSM tool (ServiceNow).
- Maintain IT asset inventory and support asset lifecycle management.
- Coordinate with vendors and internal teams for issue escalation and resolution.
- Support conference room technologies, MTR (Microsoft Teams Rooms), and video conferencing solutions.
- Document troubleshooting steps, resolutions, and knowledge base articles.
- Ensure compliance with IT policies, security standards, and audit requirements.
Required Skills
- Strong knowledge of Windows 10/11 operating systems.
- Experience with Microsoft 365 administration and troubleshooting.
- Understanding of Active Directory, Azure AD/Entra ID, and group policies.
- Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience supporting Citrix Virtual Desktop environments.
- Familiarity with ITSM tools such as ServiceNow.
- Basic knowledge of hardware diagnostics and repair.
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication skills.
Preferred Qualifications
- 2-5 years of Helpdesk/Desktop Support experience.
- IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent.
- Experience supporting enterprise environments.
Key Competencies
- Customer Service Orientation
- Problem Solving
- Team Collaboration
- Time Management
- Attention to Detail
- Communication Skills
- Adaptability and Continuous Learning
Working Conditions
- Rotational shifts and on-call support if required.
- Support for remote and onsite users.
- Ability to handle multiple priorities in a fast-paced environment.
Experience: 2-5 Years
Location: As per business requirement
Department: Desk Side Support (DSS) / IT Support Services
