Helpdesk Engineer

Virtusa


Date: 1 day ago
City: Pune, Maharashtra
Contract type: Full time
Help Desk Lead (T2)

We are seeking a Help Desk Lead to provide first-line IT support to users by troubleshooting technical issues, responding to service requests, and maintaining IT systems. The ideal candidate has excellent problem-solving skills, strong technical knowledge, and a customer-first approach.

Responsibilities

Provide technical support via phone, email, chat, or in person.

Troubleshoot hardware, software, and network issues

Install, configure, and update operating systems & applications

Maintain user accounts and permissions in Active Directory

Assist with password resets, email issues, and printer troubleshooting

Document issues, solutions, and IT processes in a ticketing system (ServiceNow, JIRA, Zendesk, etc.)

Guide users on best IT practices and security policies

Escalate complex issues to higher-level support teams

Assist with hardware setup, device imaging, and asset management

Perform basic network troubleshooting (Wi-Fi, VPN, IP configurations)

Knowledge of security best practices

Strong ITSM knowledge, project management skills

Requirements: Education: Associate or Bachelor degree in IT, Computer Science, or related field (or equivalent experience)Experience: 5+ years in IT support, with leadership experience

Certification CompTIA A+, CompTIA Network

Technical Skills

Windows, macOS, Linux troubleshooting

Microsoft 365, Google Workspace, Outlook, Teams

Active Directory, password resets, account management

Networking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)

Ticketing systems (ServiceNow, JIRA, Freshdesk, Zendesk)

Remote support tools (TeamViewer, AnyDesk, Remote Desktop)

Soft Skills

Strong verbal communication and customer service skills

Ability to multi-task and prioritize tickets

Ability to own tickets from creation to resolution

Ability to lead and mentor other team members

Analytical and problem-solving mindset

Teamoriented and eager to learn

Nice To Have

Certification(s) HDI Desktop Support Technician, ITIL v4, AWS CLF-CO1, AWS CLF-CO2, AZ-104

Mandatory Skills

CompTIA A, CompTIA Network

Windows, macOS, Linux troubleshooting

Microsoft 365, Google Workspace, Outlook, Teams

Active Directory, password resets, account management

Networking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)
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