Helpdesk Support Engineer

Nihilent Ltd.; Pune District; On-site; INR 240,000 - 420,000; Full time

Job summary

Nihilent Ltd. in Pune is seeking an IT support professional to provide L1/L2 end-user support onsite and remotely, tackling hardware and software issues across Windows and Mac environments.

You will manage Microsoft 365 basics, Outlook troubleshooting, Active Directory, DNS/network basics, and IT asset inventory, while coordinating with vendors and ensuring timely ticket resolution. Strong communication, customer focus, and ITIL familiarity are essential for delivering reliable service in a

Qualifications

• 2-4 years of experience in similar role.
• Experience in infra monitoring technologies and troubleshooting.
• Excellent communication and customer service mindset.

Responsibilities

• Provide L1/L2 end-user support onsite and remote.
• Troubleshoot Windows 10/11 operating systems.
• Handle Microsoft 365 basic administration (user creation, licenses, password reset).
• Troubleshoot Outlook issues (profile, OST/PST, sync, mailbox config).
• Support Microsoft 365 apps (Word, Excel, Teams, OneDrive, etc.).
• Manage Active Directory (user accounts, group membership).
• Basic DNS and network troubleshooting (IP, connectivity, VPN).
• Install, configure, and troubleshoot laptops, desktops, printers, peripherals.
• Diagnose and resolve hardware issues (RAM, HDD/SSD, motherboard basics).
• Manage IT asset inventory and documentation.
• Handle application issues and coordinate with vendors.
• Maintain ticket updates and follow incident processes.
• Ensure timely resolution of end-user complaints and requests.

Skills

2-4 years of experience in similar rol

Infrastructure monitoring technologies

Customer-focused

Passion for customer service

Dynamic and enthusiastic

Excellent written and oral comms

Excellent interpersonal skills

Logical fault finding

Team player / independent

PC architecture & hardware troub. (Win

ITIL foundation or exp in ITIL

Basic network & server troubleshooting

Google Workspace technologies

Tools

Google Workspace

Job description

Key responsibilities

• 1. Provide L1/L2 support for end users (onsite and remote).
• 2. Troubleshoot issues related to Windows 10/11 operating systems.
• 3. Handle Microsoft 365 basic administration (user creation, license assignment, password reset).
• 4. Troubleshoot Outlook issues (mail profile issues, OST/PST errors, sync issues, mailbox configuration).
• 5. Support Microsoft 365 applications (Word, Excel, Teams, OneDrive, etc.).
• 6. Manage Active Directory (user account management, group membership, access control).
• 7. Basic troubleshooting of DNS and network-related issues (IP configuration, connectivity, VPN issues).
• 8. Install, configure, and troubleshoot laptops, desktops, printers, and peripheral devices.
• 9. Diagnose and resolve hardware issues (RAM, HDD/SSD, motherboard-level basic troubleshooting).
• 10. Manage and maintain IT asset inventory and documentation.
• 11. Handle application-related issues and coordinate with vendors if required.
• 12. Maintain ticket updates and follow incident management processes.
• 13. Ensure timely resolution of end-user complaints and service requests.

Technical skills

• 1. 2-4 years of experience in similar role
• 2. Experience in infrastructure monitoring technologies and troubleshooting.
• 3. A highly customer focused individual that proactively raises the profile of IT
• 4. Demonstrates a passion about customer service.
• 5. Dynamic and enthusiastic person who enjoys working within a fast-paced environment.
• 6. Excellent written and oral communication skills.
• 7. Excellent interpersonal skills.
• 8. Ability to take a logical approach to fault finding and problem resolution.
• 9. Ability to both work as part of a team, and to carry out duties with the minimum of supervision.
• 10. Understanding of PC architecture, hardware troubleshooting, experience on supporting Windows & MAC environments
• 11. ITIL foundation or experience of working in an ITIL environment
• 12. Basic network and server troubleshooting skills
• 13. Excellent understanding of Google workspace and associated Google technologies