Role & responsibilities

- Install, configure, and support Windows desktop/laptop environments (MacOS/Linux exposure is a plus).

- Provide L2 technical support to end-users via phone, email, chat, and remote tools.

- Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.

- Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.

- Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors.

- Support laptop imaging, deployment, configuration, and asset management activities.

- Maintain and update technical documentation, SOPs, and knowledge base articles.

- Ensure compliance with IT security policies, patching, antivirus, and endpoint protection standards.

- Communicate effectively with users, providing timely updates and resolution status.

- Prepare incident reports, trend analysis, and operational documentation as required.

Must Have Skills:





- Bachelors degree in B.Sc., BCA, B.Tech, BE, or equivalent experience.

- 3-5 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.

- Robust hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.

- Experience in hardware troubleshooting, laptop configuration, and peripheral support.

- Familiarity with remote support tools and enterprise ticketing systems.

- Excellent problem-solving, communication, and customer-handling skills.

- Willingness to work in a 24x7 support environment.

Preferred Skills:

- Exposure to Linux environments

- Knowledge of Active Directory user/group/DL management.

- Experience with ITIL-based processes; ITIL/Microsoft certifications are a plus.

- Familiarity with endpoint security and patch management tools.

📌 Information Technology Analyst (Mumbai)
🏢 Cactus Communications
📍 Mumbai