Information Technology Support Specialist

Cactus Communications; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

CACTUS is seeking an experienced Desktop Engineer / IT Support Analyst to deliver Level 2 end-user support in a 24x7 enterprise setting from our Mumbai office (Andheri East).

You will handle desktop, laptop, and end-user application support, ensuring high availability, performance, and SLA adherence while coordinating with internal SMEs and external vendors as needed.

Qualifications

• Bachelor’s degree in B.Sc., BCA, B.Tech, BE, or equivalent experience.
• 3-5 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.
• Strong hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.
• Experience in hardware troubleshooting, laptop configuration, and peripheral support.
• Familiarity with remote support tools and enterprise ticketing systems.
• Excellent problem-solving, communication, and customer-handling skills.
• Willingness to work in a 24x7 support environment.

Responsibilities

• Install, configure, and support Windows desktop/laptop environments (Linux exposure is a plus).
• Provide L2 technical support to end-users via phone, email, chat, and remote tools.
• Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.
• Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.
• Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors.
• Support laptop imaging, deployment, configuration, and asset management activities.
• Maintain and update technical documentation, SOPs, and knowledge base articles.
• Ensure compliance with IT security policies, patching, antivirus, and endpoint protection standards.
• Communicate effectively with users, providing timely updates and resolution status.
• Prepare incident reports, trend analysis, and operational documentation as required.

Skills

Windows OS

Office 365

Exchange Online

Active Directory

Skype/Teams

Remote support tools

ITIL processes

Problem solving

Customer handling

24x7 support

Education

B.Sc., BCA, B.Tech, BE, or equivalent experience

Tools

ITSM ticketing systems

Endpoint protection tools

Job description

Please note: This position requires you to work from our Mumbai office based in Andheri East.

At CACTUS, we are seeking an experienced Desktop Engineer / IT Support Analyst to provide Level 2 end-user support in a 24x7 enterprise environment. The ideal candidate will be responsible for desktop, laptop, and end-user application support, ensuring high availability, performance, and user satisfaction while meeting SLA commitments.

Job Responsibilites

• Install, configure, and support Windows desktop/laptop environments (Linux exposure is a plus).
• Provide L2 technical support to end-users via phone, email, chat, and remote tools.
• Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.
• Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.
• Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors.
• Support laptop imaging, deployment, configuration, and asset management activities.
• Maintain and update technical documentation, SOPs, and knowledge base articles.
• Ensure compliance with IT security policies, patching, antivirus, and endpoint protection standards.
• Communicate effectively with users, providing timely updates and resolution status.
• Prepare incident reports, trend analysis, and operational documentation as required.

Qualifications

Must Have Skills:

• Bachelor’s degree in B.Sc., BCA, B.Tech, BE, or equivalent experience.
• 3-5 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.
• Strong hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.
• Experience in hardware troubleshooting, laptop configuration, and peripheral support.
• Familiarity with remote support tools and enterprise ticketing systems.
• Excellent problem-solving, communication, and customer-handling skills.
• Willingness to work in a 24x7 support environment.

Preferred Skills:

• Exposure to Linux environments
• Knowledge of Active Directory user/group/DL management.
• Experience with ITIL-based processes; ITIL/Microsoft certifications are a plus.
• Familiarity with endpoint security and patch management tools.