Helpdesk Engineer

emagine; Bengaluru; On-site; INR 391,000 - 614,000; Full time

Job summary

emagine is seeking a hands-on L1/L2 IT Support professional to strengthen the Helpdesk and ensure secure, efficient IT operations. The role covers incident handling, device management (AirWatch, SCCM) and office moves, with on-site and remote support across regional offices.

The candidate will work with Microsoft 365, Active Directory, and IT security best practices in a 6-month contract, primarily office-based in Bengaluru, Karnataka.

Qualifications

• Experience with Microsoft 365, Active Directory and endpoint management.
• Experience with ITSM/ticketing platforms such as ServiceNow.
• Experience with asset and inventory management.
• Exposure to Windows migration, patch management and vulnerability remediation.

Responsibilities

• Provide first and second-level technical support to end-users for hardware, software, and network incidents.
• Use ServiceNow for incident and service request management with accurate documentation and prioritization.
• Administer AirWatch for deployment, configuration and security of corporate devices.
• Utilize SCCM for software deployment, patch management, OS deployment and inventory management of end-user devices.
• Identify and remediate security vulnerabilities on end-user devices per security policies.
• Coordinate IT aspects of office moves, onboarding and equipment changes.
• Provide remote IT support and ensure IT infrastructure functionality in regional offices.
• Offer on-site and remote IT support for events, ensuring AV, network and IT resources operate reliably.

Skills

Microsoft 365

Active Directory

Endpoint management

ServiceNow

Asset & inventory management

Windows migration

Patch management

Vulnerability remediation

Mobile device management

IT compliance

IT security best practices

Tools

ServiceNow

AirWatch

SCCM

Job description

Summary: This role involves providing hands-on L1/L2 IT support to users, enhancing the existing Helpdesk team. The primary goal is to ensure efficient technical support while maintaining system security and operational excellence.

Main Responsibilities

• Provide first and second-level technical support to end-users, resolving hardware, software, and network-related incidents and requests.
• Utilize ServiceNow as the primary ticketing system for incident and service request management, ensuring accurate and timely documentation, prioritization, and resolution.
• Administer and support mobile device management solutions, including AirWatch, for the deployment, configuration, and security of corporate mobile devices.
• Leverage Microsoft System Center Configuration Manager (SCCM) for software deployment, patch management, operating system deployment, and inventory management of end-user devices.
• Assist in identifying and remediating security vulnerabilities on end-user devices and associated infrastructure, adhering to established security policies and procedures.
• Coordinate and execute IT-related aspects of office moves, new employee onboarding, and equipment changes, ensuring seamless transitions.
• Provide remote IT support and ensure the functionality of IT infrastructure in regional and satellite offices.
• Offer on-site and remote IT support for company events, ensuring the reliable operation of AV equipment, network connectivity, and other IT resources.

Key Requirements

• Experience with Microsoft 365, Active Directory, and endpoint management.
• Experience with ServiceNow or a similar ITSM/ticketing platform.
• Experience with asset and inventory management.
• Exposure to Windows migration, patch management, and vulnerability remediation.

Nice to Have

• Experience with mobile device management solutions.
• Familiarity with IT compliance regulations.
• Knowledge of IT security best practices.

Other Details

• Contract Duration: 6 Months
• Shift Timing: 6.30 am to 3.30 pm and 9 am to 6 pm, Monday to Friday.
• Work Environment: Requires working from the office.