Required Skills

- 1 to 3 years of experience in IT Helpdesk / Desktop Support / IT Support ,Ticketing, Remote & Onsite

- Hands-on experience with Windows 10/11 and macOS.

- Good knowledge of Microsoft 365 / Google Workspace.

- Working knowledge of Active Directory, Azure AD and Exchange/Outlook.

- Good understanding of TCP/IP, DNS, DHCP, VPN and Wi-Fi troubleshooting.

- Experience with remote support tools such as AnyDesk, TeamViewer or MS Quick Assist.

- Experience with ITSM/ticketing tools such as Darwinbox, ServiceNow, Jira or Freshservice.

- Robust hardware troubleshooting skills.

- Basic understanding of IT Asset Management.

Key Responsibilities

- Provide L1 IT support to end users across India through remote and on-site support.

- Troubleshoot Windows 10/11 and macOS, laptops, desktops, printers and peripherals.

- Log, categorize, prioritize and track incidents/service requests using Darwinbox ITSM.

- Resolve issues related to Microsoft 365, Google Workspace, Outlook/Exchange, VPN, Wi-Fi and network connectivity.

- Support video conferencing platforms such as Microsoft Teams, Zoom and Google Meet.

- Manage user onboarding and offboarding, including system setup, account creation, access provisioning and IT asset handover/recovery.

- Handle password resets, mailbox configuration,



group access and MFA-related activities.

- Ensure tickets are updated with accurate troubleshooting details, resolution notes and closure information.

- Meet defined SLA, MTTR and First Contact Resolution (FCR) targets.

- Escalate complex issues to L2/L3 teams, OEMs or vendors with proper documentation.

- Manage the IT hardware asset lifecycle, including allocation, tracking, maintenance, warranty and disposal.

- Maintain accurate inventory of laptops, desktops, mobile devices, peripherals and accessories across India locations.

- Coordinate with vendors and local/on-site support teams for hardware repairs and physical interventions.

- Conduct periodic asset audits and maintain appropriate asset documentation.

- Prepare reports relating to ticket volumes, SLA performance, recurring issues and IT assets.

- Follow IT security, data protection and compliance requirements.

- Create and maintain SOPs, knowledge-base articles and user guides.

Candidate Profile

- Bachelor's degree in Computer Science, IT or a related field; diploma holders with relevant experience may also be considered.

- Strong verbal and written communication skills.

- Comfortable providing support to users across multiple locations

📌 Support Engineer . IT Asset Management . Ticketing (Bengaluru)
🏢 Resource Drive Consulting
📍 Bengaluru