L1 Help Desk Engineer

WORKSENT; Ernakulam; On-site; INR 200,000 - 350,000; Part time

Job summary

WORKSENT is seeking a Desktop Support Engineer to handle inbound IT Helpdesk calls from global customers and perform basic troubleshooting. The role includes initiating follow-up calls and handling requests via chat, calls, and tickets.

You will provide technical support through remote access, update and monitor ticketing systems, and use strong communication skills to resolve issues efficiently. Flexibility for rotational shifts is expected.

Qualifications

• Minimum 6 months voice experience in international technical support preferred.
• Proven experience as Desktop Support Engineer or Technical Support Specialist.
• Good knowledge of Windows and MacOS systems.
• Excellent communication skills.

Responsibilities

• Answer inbound IT Helpdesk calls from customers across the globe and perform basic troubleshooting.
• Initiates follow up calls with customers.
• Responding to client IT support requests via chats, calls, and tickets.
• Providing technical support via remote access.
• Update and monitor ticketing systems.

Skills

Windows OS

MacOS

Remote Access

Ticketing Systems

Communication

Tools

Active Directory

Windows Server

DNS

DHCP

RDP

VM

MDM

VPN

Job description

Answer inbound IT Helpdesk calls from customers across the globe and perform basic troubleshooting.

Initiates follow up calls with customers.

Responding to client IT support requests via chats, calls, and tickets.

Providing technical support via remote access.

Update and monitor ticketing systems.

Excellent communication skills.

Willing to work in rotational shift.

Proven experience of working as a Desktop Support Engineer, Technical Support Specialist, or a related role.

Good knowledge of working with Windows and MacOS systems.

Proficient knowledge of computer systems and their peripherals.

Minimum 6 months voice experience in International Technical Support preferred.

Knowledge in infrastructure concepts like Active Directory, Windows Servers, DNS, DHCP, RDP, AV, VM, MDM, Backup, VLAN, VPN, Servers, Firewall, Router, switch, Printer etc. would be an added advantage