Helpdesk Support Engineer

Clinton Health Access Initiative (CHAI); New Delhi; In loco; INR 450.000 - 650.000; Tempo pieno

Descrizione del lavoro

Clinton Health Access Initiative (CHAI) in India seeks an IT Helpdesk Engineer to maintain Office 365, Azure AD, local AD, and provide frontline desktop and device support across a global user base.

The role covers training field staff on Windows 11 and macOS, hardware/software support, and timely issue resolution. Strong documentation, vendor coordination, and collaboration within a small, distributed team are essential.

Competenze

• 3+ years of experience supporting Windows 11 and Microsoft 365.
• Experience with macOS is a plus.
• Proven experience as an IT Helpdesk Engineer.
• Basic AI tools knowledge is a plus but not mandatory.
• Knowledge of anti-spam, antivirus and encryption software.

Mansioni

• Maintain and manage Office 365, Azure AD and local AD user accounts.
• Resolve desktop, laptop, mobile device, and network issues; escalate when needed.
• Support field staff using Windows 11 and macOS; provide training as required.
• Provide hardware/software support in person and via helpdesk for users worldwide.
• Ensure timely resolution of issues or escalate appropriately.
• Interface with vendors to order equipment and software.
• Install, upgrade, and troubleshoot printers and computer hardware.
• Maintain standard software configurations, drivers and images.
• Create and update technical documentation regularly.
• Document support requests, resolutions, and system configurations.
• Collaborate with IT staff and other departments to resolve recurring issues.
• Participate in IT projects and process improvements.

Conoscenze

Windows 11 support

Microsoft 365

IT helpdesk

macOS support

Troubleshooting

Formazione

Bachelor's degree or equivalent

Strumenti

Azure AD

Local AD

Helpdesk system

Antivirus software

Encryption software

Descrizione del lavoro

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 elevate 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.