Job Summary The IT Helpdesk Engineer Level 1 is responsible for providing first-line technical support to internal users, Onsite support, resolving incidents and service requests, and ensuring a high level of customer service. The role involves troubleshooting hardware, software, and Microsoft 365-related issues while supporting IT operations and projects.

Key Responsibilities Manage incidents and service requests through the ticketing system. Respond to user queries via phone, email, and ticketing tool.

Troubleshoot

Windows OS, Microsoft Office, Outlook, Teams, and O365 issues etc Support Active Directory account administration – Group creation, user management Assist with MFA, password resets, and account lockouts.

Provide

Azure AD / Intune Level 1 support. Diagnose hardware issues on laptops, docking stations, printers, and peripherals. Perform hardware diagnostics and basic repairs. Install, configure, and maintain IT equipment. Build, image, and deploy current devices. Manage IT inventory and asset records. Coordinate hardware warranty and OEM support calls. Support disaster recovery testing and related floor activities. Maintain and contribute to knowledge base documentation.





Required Skills Microsoft 365 Administration AD, Intune & Azure support VDI Support Windows 11 Troubleshooting Hardware Troubleshooting Basic Networking Troubleshooting Excellent Customer Service Skills Soft Skills Excellent verbal and written communication. Strong customer service orientation. Good problem-solving and analytical skills. Ability to work under pressure and manage priorities. Team player with a willingness to learn and grow.

Experience Minimum 3-4 years of experience in a Helpdesk environment.

Experience supporting Microsoft technologies, Active Directory, Office 365, and end-user devices.

Experience with ticketing systems and SLA-driven support environments.

Qualifications Degree/Diploma in Information Technology, Computer Science, or equivalent experience. ITIL Certification preferred.

Microsoft

Certifications are advantageous. Please include the following details in while applying.

Current

Location in Mumbai (e.g., Dadar, Vikhroli, Kalyan, Mira Road, etc.)

Current Fixed Compensation (excluding variable bonus)

Notice Period

📌 IT Helpdesk Engineer (Mumbai)
🏢 Waystone
📍 Mumbai