IT Support Engineer

msg global solutions; Bengaluru; Hybrid; INR 300,000 - 600,000; Full time

Benefits offered by this job

Health insurance

Private medical insurance

Flexible working

Job summary

msg global solutions is seeking an experienced Helpdesk Engineer to be the first point of contact for users needing technical assistance. You will perform remote troubleshooting, guide users, log incidents, and escalate complex issues while supporting imaging, deployment, and asset management for corporate devices.

Ideal candidates have hands-on desktop support experience, strong communication skills, and familiarity with Windows, macOS, and IT peripherals.

Qualifications

• Strong communication, interpersonal, and time-management skills.
• Hands-on experience in desktop support and end-user troubleshooting.
• Proven experience in a Helpdesk Engineer, IT Support, Desktop Support, or similar role.
• Good working knowledge of Windows, macOS, and common IT peripherals.
• Ability to work under pressure and prioritize tasks based on business impact and urgency.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Eagerness to learn new technologies and continuously expand technical skills.
• Ability to work independently as well as collaboratively within a global IT support environment.
• Familiarity with ITIL principles and ticketing tools is an added advantage.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
• Perform remote troubleshooting using appropriate diagnostic techniques and effective questioning.
• Identify and implement the most appropriate solution based on the reported issue and available information.
• Guide users through troubleshooting and problem-resolution processes.
• Escalate unresolved or complex issues to the appropriate support teams.
• Provide accurate information regarding IT products, services, procedures, and policies.
• Log and document incidents, service requests, troubleshooting activities, and resolutions in the ticketing system.
• Follow up with users on open requests and ensure tickets are updated and resolved within agreed service levels
• Communicate user feedback and suggestions to relevant internal teams.
• Identify opportunities for process improvement and contribute to IT service enhancement initiatives.
• Perform imaging and installation of corporate laptop devices.
• Support the deployment, configuration, and replacement of corporate IT equipment.
• Assist with maintaining IT asset records and ensuring devices are prepared according to corporate standards.

Skills

Communication

Interpersonal

Time management

Desktop support

End-user troubleshooting

Windows

macOS

IT peripherals

Remote troubleshooting

ITIL

Ticketing tools

Analytical skills

Problem-solving

Education

Diploma

B.Tech.

B.E.

B.Sc. in Computer Science/Electronics/Telecommunications

BCA or equivalent

Tools

ITIL familiarity

Ticketing tools

Job description

What You Will Do

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.

Perform remote troubleshooting using appropriate diagnostic techniques and effective questioning.

Identify and implement the most appropriate solution based on the reported issue and available information.

Guide users through troubleshooting and problem-resolution processes.

Escalate unresolved or complex issues to the appropriate support teams.

Provide accurate information regarding IT products, services, procedures, and policies.

Log and document incidents, service requests, troubleshooting activities, and resolutions in the ticketing system.

Follow up with users on open requests and ensure tickets are updated and resolved within agreed service levels

Communicate user feedback and suggestions to relevant internal teams.

Identify opportunities for process improvement and contribute to IT service enhancement initiatives.

Perform imaging and installation of corporate laptop devices.

Support the deployment, configuration, and replacement of corporate IT equipment.

Assist with maintaining IT asset records and ensuring devices are prepared according to corporate standards.

What Skillsets You Should Have

Strong communication, interpersonal, and time-management skills.

Hands-on experience in desktop support and end-user troubleshooting.

Proven experience in a Helpdesk Engineer, IT Support, Desktop Support, or similar role.

Good working knowledge of Windows, macOS, and common IT peripherals.

Ability to work under pressure and prioritize tasks based on business impact and urgency.

Strong analytical, troubleshooting, and problem-solving abilities.

Eagerness to learn new technologies and continuously expand technical skills.

Ability to work independently as well as collaboratively within a global IT support environment.

Familiarity with ITIL principles and ticketing tools is an added advantage.

Diploma, B.Tech., B.E., B.Sc. in Computer Science, Electronics, Telecommunications, or a related field

BCA or equivalent qualification

Nice to have

Experience with firewalls, IP phones, NAS, and SAN technologies.

Exposure to IT security, backup solutions, and disaster recovery environments.

Basic understanding of Windows Server administration.

Exposure to virtualization technologies such as VMware and Hyper-V.

Familiarity with cloud services and modern workplace technologies.

Experience with device imaging, deployment, and endpoint management tools.

What We Offer

• An encouraging, challenging work environment and opportunities for working.
• Opportunities for domain learning, career growth and international exposure.
• Competitive compensation packages including incentive payment and private medical insurance

Benefits

• Health Insurance: We provide hospitalization and non-hospitalization benefits like annual medical screening and mental health assistance program for employees and their dependents.
• Employee Wellbeing: We provide various options for sport and recreation benefits.
• Job for Friends: Get your friends on board through our employee referral program, and we will reward you.
• Flexible Working: We offer flexible work schedules, including flexible start and end times as well as remote and/or hybrid work.
• Anniversary & Success Milestones: We celebrate your work anniversaries and success by rewarding your loyalty and dedication.
• Gift Vouchers: We share your happiness with you and provide vouchers for newborns, wedding, work anniversaries, annual and festival gifts.
• Team Events: We celebrate our success with team-building activities throughout the year.
• Training and Development: We provide a broad training portfolio for personal and professional growth, including unlimited access to course platform to all our employees.