It Help Desk Engineer

Waystone Technology Solutions; Mumbai; On-site; INR 300,000 - 480,000; Full time

Job summary

Waystone Technology Solutions in Mumbai seeks an IT Helpdesk Engineer Level 1 to deliver first-line support for internal users. You will resolve incidents, handle service requests, and troubleshoot Windows 11, MS 365, AD, Intune, and MFA issues, ensuring smooth end-user experience.

Join a SLA-driven environment where customer service and technical skills come together to keep desktops, laptops, and peripherals running effectively, with a focus on rapid resolution and clear documentation.

Qualifications

• 3–4 years of experience in IT helpdesk or desktop support.
• Hands-on experience with Microsoft technologies, AD, M365, and end-user devices.
• Experience with IT ticketing systems and incident management processes.
• Degree or Diploma in Information Technology or Computer Science.
• ITIL certification preferred.

Responsibilities

• Manage incidents and service requests via the IT ticketing system.
• Provide technical support via phone, email, and ticketing tools.
• Troubleshoot Windows 11, MS 365 apps, Outlook, Teams, and MS 365 issues.
• Support Active Directory administration, including user management and password resets.
• Assist users with MFA issues and Azure AD/Microsoft Intune tasks.
• Diagnose hardware issues and perform basic repairs on end-user devices.
• Maintain IT asset inventory and documentation.
• Ensure timely resolution of incidents while meeting SLA commitments.

Skills

Microsoft 365 Administration

Active Directory Administration

Azure Active Directory

Microsoft Intune

Windows 11 Troubleshooting

IT Helpdesk Support

Basic Networking Troubleshooting

Excellent Customer Support Skills

Education

Bachelor's/Diploma in IT

ITIL Certification

Microsoft Certifications

Tools

IT Ticketing System

Remote Support Tools

Job description

We are looking for an experienced IT Helpdesk Engineer Level 1 to provide first-line technical support to internal users. The ideal candidate will be responsible for resolving IT incidents and service requests, troubleshooting hardware and software issues, supporting Microsoft technologies, and ensuring excellent end-user experience. This role requires strong technical knowledge, customer service skills, and the ability to work in an SLA-driven environment.

Key Responsibilities

• Manage incidents and service requests through the IT ticketing system.
• Provide technical support via phone, email, and ticketing tools.
• Troubleshoot Windows 11, Microsoft Office, Outlook, Teams, and Microsoft 365 issues.
• Support Active Directory administration, including user management, group creation, password resets, and account lockouts.
• Assist users with Multi-Factor Authentication (MFA) issues.
• Provide Level 1 support for Azure Active Directory and Microsoft Intune.
• Diagnose and resolve hardware issues related to laptops, desktops, docking stations, printers, and peripherals.
• Perform hardware diagnostics, basic repairs, and device replacements.
• Install, configure, image, and deploy new IT devices.
• Maintain IT asset inventory and documentation.
• Coordinate hardware warranty claims and OEM support requests.
• Assist in disaster recovery testing and related IT support activities.
• Maintain and update technical documentation and knowledge base articles.
• Ensure timely resolution of incidents while meeting SLA commitments.

Required Skills

• Microsoft 365 Administration
• Active Directory (AD) Administration
• Microsoft Intune Support
• Azure Active Directory (Azure AD)
• Windows 11 Troubleshooting
• VDI Support
• Hardware Troubleshooting
• Basic Networking Troubleshooting
• IT Ticketing Systems
• Excellent Customer Support Skills

Desired Candidate Profile

• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Customer-focused approach with strong interpersonal skills.
• Ability to prioritize tasks and work under pressure.
• Team player with a proactive attitude and willingness to learn.
• Experience working in SLA-driven support environments.

Experience

• 3 - 4 years of experience in an IT Helpdesk or Desktop Support environment.
• Hands-on experience supporting Microsoft technologies, Active Directory, Microsoft 365, and end-user devices.
• Experience working with IT ticketing systems and incident management processes.

Educational Qualification

• Degree or Diploma in Information Technology, Computer Science, or a related discipline.
• ITIL Certification is preferred.
• Microsoft certifications will be an added advantage.