Role & responsibilities:-

1. Act as the first point of contact for support via phone, email, or ticketing tool.
2. Log, diagnose and resolve incidents for desktops, laptops, printers, and business apps.
3. Manage user accounts, Active Directory/O365 user administration, and password resets.
4. Provide remote support using RMM, TeamViewer, or Logmein123.
5. Monitor, prioritise and escalate tickets as per SLAs.
6. Assist with basic network troubleshooting (LAN/WLAN, VPN, firewall basics).
7. Support VoIP/telephony users when required (extensions, softphone issues).
8. Create and maintain documentation: knowledge base, SOPs, user guides.
9. Contribute to continuous improvement initiatives and recommend

automation opportunities.
1. Work within a rotating shift roster to provide 24-7 coverage, including

weekends.

Preferred candidate profile

1. Diploma/Graduate in Computer Science, IT, or related field.
2. 1-4 years of helpdesk/support experience in an MSP or IT services

environment.
1. Strong knowledge of Windows 10/11, MS Office 365, remote tools, and basic networking knowledge of Routers, Firewalls, Switches, VPN and wireless devices.
2. Working knowledge of Active Directory on-premises and Azure; file sharing permission; group policy management
3. Good understanding of AV Technologies and associated administration.
4. Strong understanding of backup and restoration methods.
5. Familiarity with ticketing systems processes.
6.



Excellent English communication skills and customer service orientation.
7. Excellent attitude and outstanding phone etiquette.
8. Team Player with ability to motivate and knowledge share with other team members to deliver excellent customer services.
9. Ability to demonstrate clear and confident communication skills both written and verbal.
10. Ability to deal with problems and technical issues in a friendly, calm and positive manner.
11. Passion for Technology with a drive to help customers take advantage of new solutions.
12. Ability to multi-task, prioritise and escalate accordingly
13. Tenacity and dedication to pursue an issue from beginning to end.
14. Self-motivated ability to work unsupervised.
15. Desirable: Hospitality IT experience.

Languages - Fluent English (spoken and written) is mandatory; able to communicate smoothly and professionally in all situations. Working Hours & Shift Pattern:

1. 40 hours per week on a rotating shift basis covering 24-7 operations (day, afternoon, night, and weekend shifts).
2. Occasional overtime or on-call support may be required.

What We Offer

1. Exposure to UK/International clients and global IT service delivery.
2. Career growth path into specialist engineering roles.
3. Continuous training and certification support (Microsoft, Cisco etc.).
4. Friendly and inclusive work culture in a technically rich environment.

📌 Walk-in || Information Technology Helpdesk / Cyber Security / VoIP Engineers (Mumbai)
🏢 Virtuhost Support
📍 Mumbai