IT Helpdesk Engineer

Waystone; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Waystone in Mumbai seeks an IT Helpdesk Engineer Level 1 to provide first-line technical support to internal users, onsite assistance, and incident resolution. You will troubleshoot Windows 11, Microsoft 365, Outlook, Teams, and O365 issues while supporting IT operations and projects.

Responsibilities include handling tickets, user queries, AD/Intune/Azure support, hardware diagnostics, device deployment, and knowledge base updates.

Qualifications

• Experience supporting Microsoft technologies, Active Directory and Office 365.
• Experience in a Helpdesk environment with SLA-driven support.
• Degree or diploma in IT/CS or equivalent experience.

Responsibilities

• Manage incidents and service requests via the ticketing system.
• Respond to user queries by phone, email, and ticketing tool.
• Troubleshoot Windows and Microsoft 365 related issues.
• Provide AD/Intune/Azure Level 1 support and MFA assistance.
• Build, image, and deploy new devices and maintain inventory.

Skills

Microsoft 365 Administration

AD

Intune & Azure support

VDI Support

Windows 11 Troubleshooting

Hardware Troubleshooting

Networking Troubleshooting

Customer Service Skills

Education

Degree/Diploma in Information Technology or Computer Science

ITIL Certification preferred

Microsoft Certifications are advantageous

Job description

Job Summary

The IT Helpdesk Engineer Level 1 is responsible for providing first-line technical support to internal users, Onsite support, resolving incidents and service requests, and ensuring a high level of customer service. The role involves troubleshooting hardware, software, and Microsoft 365-related issues while supporting IT operations and projects.

Job Summary

The IT Helpdesk Engineer Level 1 is responsible for providing first-line technical support to internal users, Onsite support, resolving incidents and service requests, and ensuring a high level of customer service. The role involves troubleshooting hardware, software, and Microsoft 365-related issues while supporting IT operations and projects.

Key Responsibilities

• Manage incidents and service requests through the ticketing system.
• Respond to user queries via phone, email, and ticketing tool.
• Troubleshoot Windows OS, Microsoft Office, Outlook, Teams, and O365 issues etc
• Support Active Directory account administration – Group creation, user management
• Assist with MFA, password resets, and account lockouts.
• Provide Azure AD / Intune Level 1 support.
• Diagnose hardware issues on laptops, docking stations, printers, and peripherals.
• Perform hardware diagnostics and basic repairs.
• Install, configure, and maintain IT equipment.
• Build, image, and deploy new devices.
• Manage IT inventory and asset records.
• Coordinate hardware warranty and OEM support calls.
• Support disaster recovery testing and related floor activities.
• Maintain and contribute to knowledge base documentation.

Required Skills

• Microsoft 365 Administration
• AD, Intune & Azure support
• VDI Support
• Windows 11 Troubleshooting
• Hardware Troubleshooting
• Basic Networking Troubleshooting
• Excellent Customer Service Skills

Soft Skills

• Excellent verbal and written communication.
• Strong customer service orientation.
• Good problem-solving and analytical skills.
• Ability to work under pressure and manage priorities.
• Team player with a willingness to learn and grow.

Experience

• Minimum 3-4 years of experience in a Helpdesk environment.
• Experience supporting Microsoft technologies, Active Directory, Office 365, and end-user devices.
• Experience with ticketing systems and SLA-driven support environments.

Qualifications

• Degree/Diploma in Information Technology, Computer Science, or equivalent experience.
• ITIL Certification preferred.
• Microsoft Certifications are advantageous.

• Current Location in Mumbai (e.g., Dadar, Vikhroli, Kalyan, Mira Road, etc.)
• Current Fixed Compensation (excluding variable bonus)
• Notice Period