Walk-in | Helpdesk Support Engineer

SuperSeva; Muzaffarpur; On-site; INR 20,000 - 25,000; Full time

Job summary

IBM is hiring a Helpdesk Executive (L1) to be the first point of contact for end-user IT support. You will diagnose and resolve first-line issues across operating systems, hardware, accounts, and basic networking.

The role requires 6 months to 3 years of experience, a Bachelor’s degree or IT diploma, and familiarity with ServiceNow or Remedy. It offers a weekday-friendly schedule with potential 24x7 rotation based on region.

Qualifications

• Respond to incoming queries and resolve first-line IT incidents.
• Troubleshoot OS issues (Windows/Mac/Linux) and network connectivity.
• Handle active directory, provisioning, passwords, and user access management.

Responsibilities

• Respond to calls, chat, and tickets to resolve first-level IT incidents.
• Troubleshoot operating systems, network connectivity, and standard desktop apps.
• Log, track, and categorize tickets in the ticketing system; meet SLA timelines.
• Escalate unresolved issues to L2/L3 support and route tickets correctly.

Skills

Networking basics

Browser configurations

Hardware concepts

MS Office / Office 365

Education

Bachelor’s degree / Diploma in IT or CS

Tools

ServiceNow

Remedy

Job description

Role Overview

IBM is hiring a Helpdesk Executive (L1) to serve as the first point of contact for end-user technical support. The primary responsibilities involve diagnosing, troubleshooting, and resolving first-line IT issues covering operating systems, hardware, user accounts, basic networking, and desktop software.

Key Job Details

• Company: IBM
• Role: Helpdesk Executive / Service Desk Analyst (L1)
• Experience Required: 6 months to 3 years
• Monthly Salary: 20,000 to 25,000 per month (approx. 2.4 LPA 3.0 LPA)
• Shift Requirement: Flexible 24x7 rotation / night shifts based on region supported

Role & Responsibilities

• Respond to incoming queries via calls, chat, and ticketing portals to resolve first-level IT incidents.
• Troubleshoot operating system issues (Windows/Mac/Linux), network connectivity (LAN/Wi-Fi/VPN), and standard desktop applications.
• Handle active directory, account provisioning, password resets, and user access management.
• Log, track, and categorize support tickets using ticketing tools (e.g., ServiceNow, Remedy).
• Follow SLA timelines, elevate unresolved complex technical issues to L2/L3 support, and route tickets correctly.

Preferred Candidate Profile

• Education: Bachelor’s degree, Diploma in IT/CS, or equivalent certification.
• Experience: 0.5 to 3 years in voice/non-voice IT service desk or technical support roles.
• Technical Skills: Basic knowledge of networking (TCP/IP, LAN/WAN), browser configurations, hardware concepts, and MS Office / Office 365.
• Soft Skills: Strong written and verbal English communication, excellent problem-solving, and customer handling skills.