Helpdesk Support Engineer

CHAI - Clinton Health Access Initiative; India; Remote; INR 480,000 - 640,000; Full time

Job summary

Clinton Health Access Initiative (CHAI) is hiring an IT Helpdesk Engineer to support Windows 11 and Microsoft 365 across our global team. The role includes both on-site and remote assistance, ensuring secure access and smooth operations.

You will contribute to IT projects, maintain AD environments, and collaborate with a small, dispersed team to resolve issues efficiently. Ideal candidates will have 3+ years in IT helpdesk and experience with macOS, with a focus on user-centric support and

Qualifications

• Bachelor’s Degree or equivalent plus 3 years of relevant work experience.
• 3+ years of experience supporting Windows 11 and Microsoft 365 (O365).
• Experience with macOS is a plus.
• Proven experience in IT helpdesk or similar support role.
• Working knowledge of anti-spam, antivirus, and encryption software.

Responsibilities

• Maintain and manage Office 365, Azure AD, and local AD user accounts.
• Resolve desktop, laptop, mobile device, and network issues, escalating as needed.
• Provide training and assistance to field staff using Windows 11 and macOS.
• Offer remote and in-person helpdesk support to users worldwide.
• Create and update documentation on issues and configurations.
• Collaborate with IT staff and vendors to resolve recurring problems.
• Participate in IT projects and process improvements.
• Work effectively within a small team and with a globally dispersed staff.

Skills

Windows 11 support

Microsoft 365 (O365)

MacOS knowledge

IT helpdesk

Remote support

Vendor liaison

Education

Bachelor’s Degree or equivalent

Tools

Office 365

Azure AD

Local AD

Printers

Job description

Overview

The Clinton Health Access Initiative, Inc. (CHAI) is a global health organization committed to our mission of saving lives and reducing the burden of disease in low-and middle-income countries. We work at the invitation of governments to support them and the private sector to create and sustain high-quality health systems.

CHAI was founded in 2002 in response to the HIV/AIDS epidemic with the goal of dramatically reducing the price of life-saving drugs and increasing access to these medicines in the countries with the highest burden of the disease. Over the following two decades, CHAI has expanded its focus. Today, along with HIV, we work with our partners to prevent and treat infectious diseases such as COVID-19, malaria, tuberculosis, and hepatitis. Our work has also expanded into cancer, diabetes, hypertension, and other non-communicable diseases, and we work to accelerate the rollout of lifesaving vaccines, reduce maternal and child mortality, combat chronic malnutrition, and increase access to assistive technology. We are investing in horizontal approaches to strengthen health systems through programs in human resources for health, digital health, and health financing. With each new and innovative program, our strategy is grounded in maximizing sustainable impact at scale, ensuring that governments lead the solutions, that programs are designed to scale nationally, and learnings are shared globally.

At CHAI, our people are our greatest asset, and none of this work would be possible without their talent, time, dedication, and passion for our mission and values. We are a highly diverse team of enthusiastic individuals across 40 countries with a broad range of skill sets and life experiences. CHAI is deeply grounded in the countries we work in, with the majority of our staff based in program countries. Learn more about our exciting work: http://www.clintonhealthaccess.org

CHAI is an Equal Opportunity Employer, and is committed to providing an environment of fairness, and mutual respect where all applicants have access to equal employment opportunities. CHAI values diversity and inclusion, and recognizes that our mission is best advanced by the leadership and contributions of people with diverse experience, backgrounds, and culture.

Responsibilities

• Maintain and manage Office 365, Azure AD, and local AD user accounts, ensuring accurate and efficient user access and security.
• Resolve technical problems related to desktops, laptops, mobile devices, and network services, or escalated issues to appropriate technical personnel as needed.
• Proactively support field staff using Windows 11, and macOS, providing training and assistance as needed.
• Provide hardware and software support for local users in person and offer remote support via phone and email through the helpdesk system for users worldwide.
• Provide timely resolution of issues or elevate them to appropriate technical personnel.
• Interface with vendors to order new equipment and software.
• Install, upgrade, support, and troubleshoot printers, computer hardware, and other authorized peripheral equipment.
• Maintain standard software configurations, including troubleshooting, loading, and configuring software images, supported applications, and drivers.
• Create and update documentation regularly.
• Maintain documentation of support requests, resolutions, and system configurations.
• Collaborate with other IT staff and departments to identify and resolve recurring issues.
• Participate in IT projects and contribute to process improvement initiatives.
• Collaborate effectively within a small team and with a globally dispersed team.
• Perform other responsibilities as required.

Qualifications

• Bachelor’s Degree, or Secondary School diploma or equivalent plus 3 years of relevant work experience, or equivalent total work experience.
• 3+ years of experience supporting users on Windows 11 and Microsoft 365 (O365) or later.
• Experience with macOS is a plus.
• Basic (L1) knowledge of AI tools is an added advantage, but not mandatory.
• Proven experience as an IT Helpdesk Engineer or similar support role.
• Working knowledge of anti-spam, antivirus, and encryption software.

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