Key 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.

10. Work within a rotating shift roster to provide 24-7 coverage, including

weekends.Required Skills & Qualifications

1. Diploma/Graduate in Computer Science, IT, or related field.

2. 14 years of helpdesk/support experience in an MSP or IT services

environment.

3. Strong knowledge of Windows 10/11, MS Office 365, remote tools, and basic

networking knowledge of Routers, Firewalls, Switches, VPN and wireless

devices.

4.



Working knowledge of Active Directory – on-premises and Azure; file sharing

permission; group policy management

5. Good understanding of AV Technologies and associated administration.

6. Strong understanding of backup and restoration methods.

7. Familiarity with ticketing systems processes.

8. Excellent English communication skills and customer service orientation.

9. Excellent attitude and great phone etiquette.

10.Team Player with ability to motivate and knowledge share with other team

members to deliver excellent customer services.

11.Ability to demonstrate explicit and confident communication skills both written

and verbal.

12.Ability to deal with problems and technical issues in a friendly, calm and

positive manner.

13.Passion for Technology with a drive to help customers take advantage of new

solutions.

14.Ability to multi-task, prioritise and escalate accordingly

15.Tenacity and dedication to pursue an issue from beginning to end.

16.Self-motivated’ ability to work unsupervised.

17.Desirable: Hospitality IT experience

📌 IT Help Desk Executive (Mumbai)
🏢 Hirestaffs
📍 Mumbai