IT Helpdesk Engineer

Civica; Vadodara; Hybrid; INR 350,000 - 540,000; Full time

Job summary

Civica in India is seeking an IT Helpdesk Engineer to join our Enterprise IT Helpdesk team. You will be the first point of contact for incidents and requests, providing timely support to users, and helping maintain system availability.

The role requires strong knowledge of Microsoft 365 apps, Windows server, Active Directory, and security standards. You will contribute to knowledge sharing and improvements while supporting a hybrid/remote working model.

Qualifications

• Direct customer-facing experience is essential.
• Proficiency with Microsoft 365 applications including Exchange, Teams, and SharePoint.
• Strong understanding of Windows Server, Active Directory, and networking.
• Experience with ISO 27001/20000 frameworks and security best practices.
• Knowledge of Azure, Linux/Unix/MacOS is advantageous.

Responsibilities

• Serve as IT helpdesk point of contact; triage, resolve, and close incidents.
• Assist with requests, ensuring timely responses and accurate documentation.
• Contribute to knowledge base, policies, and process improvements.
• Support hybrid/remote working environments and user productivity.

Skills

Customer facing

Microsoft 365

Exchange

Teams

SharePoint

SQL Server

Intune

ISO 27001

ISO 20000

Windows Server

Networking

Anti-Virus

FTP Administration

Active Directory

Backup Technologies

File Server

Azure

Linux/Unix/MacOS

Job description

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why you'll love this role as IT Helpdesk Engineer

The Enterprise IT Helpdesk team is the backbone of our technical support, passionately committed to ensuring the organisation operates seamlessly. As the central point of contact, they swiftly address incidents, handle requests with precision, and proactively assist users to reduce downtime and boost productivity.

As a valued member of our team, you will have the opportunity to:

1. Strive for operational excellence:

Consistently meet key productivity and quality targets related to colleague experience, compliance, and operational standards set by your line manager. This includes areas like utilisation, attendance, and workload. You’ll also play an important role in contributing to knowledge sharing and continuous improvement efforts in line with your manager’s expectations.

2. Achieve your personal goals:

Work towards and successfully reach the SMART objectives set by your line manager using the Civica performance management framework, helping you grow and succeed in your role.

3. Promote continuous improvement:

Provide helpful feedback to improve existing knowledge management materials, suggest new content or enhancements, and when requested by your line manager, create new knowledge management articles. Feel encouraged to share your innovative ideas to improve policies, processes, procedures, and our day-to-day operations.

What you will bring to be successful in this role

• Proven experience working in a direct customer-facing environment
• Proficiency in the Microsoft/M365 Application Suite, including Exchange, Teams, SharePoint, SQL Server, Intune, and related applications
• Familiarity with and experience working within the frameworks of ISO 27001 and ISO 20000 standards
• Comprehensive knowledge of Microsoft Server and Client Operating Systems
• Solid understanding of network principles and networking technologies
• Experience in managing Anti-Virus solutions
• Skills in FTP Administration
• Expertise in Active Directory management
• Knowledge of various Backup Technologies
• Experience with File Server and Share Administration
• Familiarity with Microsoft Azure platform
• Working knowledge of Linux, Unix, and MacOS operating systems

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different -and we love this about us.

We provide an inclusive,safe, and welcoming environment to all Civicans- there are heaps of opportunities to enable you to grow and be your best.

Giving culture -we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work -we have comprehensive flexibility options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working, supporting work–life balance based on individual needs.