L1 Support Engineer . IT Asset Management . Ticketing

Resource Drive Consulting; Hyderabad, Bengaluru; On-site; INR 180,000 - 280,000; Full time

Job summary

Resource Drive Consulting in India invites applications for a hands-on L1 IT support role across India. You will troubleshoot Windows 10/11 and macOS on laptops and desktops, configure mail and software, and manage onboarding/offboarding processes.

We expect 1–3 years in helpdesk/desktop support, familiarity with ITSM tools, and strong knowledge of networking, VPN, and security practices. On-site opportunities exist across India with remote support enabled.

Qualifications

• 1 to 3 years of experience in IT Helpdesk / Desktop Support / IT Support, Ticketing, Remote & Onsite
• Hands-on experience with Windows 10/11 and macOS
• Experience with ITSM/ticketing tools such as Darwinbox, ServiceNow, Jira or Freshservice

Responsibilities

• Provide L1 IT support to end users across India through remote and on-site support
• Troubleshoot Windows 10/11 and macOS, laptops, desktops, printers and peripherals
• Log, categorize, prioritize and track incidents/service requests using Darwinbox ITSM
• Resolve issues related to Microsoft 365, Google Workspace, Outlook/Exchange, VPN, Wi-Fi and network connectivity
• Support video conferencing platforms such as Microsoft Teams, Zoom and Google Meet
• Manage user onboarding and offboarding, including system setup, account creation, access provisioning and IT asset handover/recovery
• Handle password resets, mailbox configuration, group access and MFA-related activities
• Ensure tickets are updated with accurate troubleshooting details, resolution notes and closure information
• Meet defined SLA, MTTR and First Contact Resolution (FCR) targets
• Escalate complex issues to L2/L3 teams, OEMs or vendors with proper documentation
• Manage the IT hardware asset lifecycle, including allocation, tracking, maintenance, warranty and disposal
• Maintain accurate inventory of laptops, desktops, mobile devices, peripherals and accessories across India locations
• Coordinate with vendors and local/on-site support teams for hardware repairs and physical interventions
• Conduct periodic asset audits and maintain appropriate asset documentation
• Prepare reports relating to ticket volumes, SLA performance, recurring issues and IT assets
• Follow IT security, data protection and compliance requirements
• Create and maintain SOPs, knowledge-base articles and user guides

Skills

IT Helpdesk

Windows 10/11

macOS

Microsoft 365

Google Workspace

Active Directory

Azure AD

Exchange/Outlook

TCP/IP

DNS

DHCP

VPN

Wi-Fi

Remote Support

AnyDesk

TeamViewer

Quick Assist

ITSM Tools

Darwinbox

ServiceNow

Jira

Freshservice

Hardware Troubleshooting

IT Asset Management

Education

Bachelor's degree in Computer Science / IT or related field

Job description

Required Skills

• 1 to 3 years of experience in IT Helpdesk / Desktop Support / IT Support ,Ticketing, Remote & Onsite
• Hands-on experience with Windows 10/11 and macOS.
• Good knowledge of Microsoft 365 / Google Workspace.
• Working knowledge of Active Directory, Azure AD and Exchange/Outlook.
• Good understanding of TCP/IP, DNS, DHCP, VPN and Wi-Fi troubleshooting.
• Experience with remote support tools such as AnyDesk, TeamViewer or MS Quick Assist
• Experience with ITSM/ticketing tools such as Darwinbox, ServiceNow, Jira or Freshservice
• Strong hardware troubleshooting skills.
• Basic understanding of IT Asset Management.

Key Responsibilities

• Provide L1 IT support to end users across India through remote and on-site support.
• Troubleshoot Windows 10/11 and macOS, laptops, desktops, printers and peripherals.
• Log, categorize, prioritize and track incidents/service requests using Darwinbox ITSM.
• Resolve issues related to Microsoft 365, Google Workspace, Outlook/Exchange, VPN, Wi-Fi and network connectivity.
• Support video conferencing platforms such as Microsoft Teams, Zoom and Google Meet.
• Manage user onboarding and offboarding, including system setup, account creation, access provisioning and IT asset handover/recovery.
• Handle password resets, mailbox configuration, group access and MFA-related activities.
• Ensure tickets are updated with accurate troubleshooting details, resolution notes and closure information.
• Meet defined SLA, MTTR and First Contact Resolution (FCR) targets.
• Escalate complex issues to L2/L3 teams, OEMs or vendors with proper documentation.
• Manage the IT hardware asset lifecycle, including allocation, tracking, maintenance, warranty and disposal.
• Maintain accurate inventory of laptops, desktops, mobile devices, peripherals and accessories across India locations.
• Coordinate with vendors and local/on-site support teams for hardware repairs and physical interventions.
• Conduct periodic asset audits and maintain appropriate asset documentation.
• Prepare reports relating to ticket volumes, SLA performance, recurring issues and IT assets.
• Follow IT security, data protection and compliance requirements.
• Create and maintain SOPs, knowledge-base articles and user guides.

Candidate Profile

• Bachelor's degree in Computer Science, IT or a related field; diploma holders with relevant experience may also be considered.
• Strong verbal and written communication skills.
• Comfortable providing support to users across multiple locations