Role : Helpdesk Engineer Skills :

- Experience with Microsoft 365, Active Directory and endpoint management
- Experience with ServiceNow or a similar ITSM/ticketing platform
- Experience with asset and inventory management
- Exposure to Windows migration, patch management and vulnerability remediation

Key Responsibilities

- Provide first and second-level technical support to end-users, resolving hardware, software, and network-related incidents and requests.
- Utilize ServiceNow as the primary ticketing system for incident and service request management, ensuring accurate and timely documentation, prioritization, and resolution.
- Administer and support mobile device management solutions, including AirWatch, for the deployment, configuration, and security of corporate mobile devices.
- Leverage Microsoft System Center Configuration Manager (SCCM) for software deployment, patch management, operating system deployment, and inventory management of end-user devices.
- Assist in identifying and remediating security vulnerabilities on end-user devices and associated infrastructure, adhering to established security policies and procedures.
- Coordinate and execute IT-related aspects of office moves, new employee onboarding, and equipment changes, ensuring seamless transitions.
- Provide remote IT support and ensure the functionality of IT infrastructure in regional and satellite offices.
- Offer in office and remote IT support for company events, ensuring the reliable operation of AV equipment, network connectivity, and other IT resources.

Operational Duties / Business-as-Usual (BAU)

- Respond to and resolve IT support tickets within defined Service Level Agreements (SLAs).




- Perform routine system checks, maintenance, and updates on end-user hardware and software
- Troubleshoot and resolve issues related to end users IT equipments
- Maintain accurate IT asset inventory and support documentation
- Contribute to the creation and maintenance of knowledge base articles and user guides
- Monitor IT systems for performance issues and potential outages.
- Participate in on-call rotation for after-hours support as required.
- Perform root cause analysis for recurring or critical incidents and recommend permanent solutions.
- Oversee the deployment and lifecycle management of end-user hardware and software.
- Ensure the timely and effective execution of scheduled maintenance tasks and system updates.

Governance, Compliance and Risk Management

- Adhere to all organizational IT policies, standards, and procedures
- Ensure compliance with data privacy regulations and security best practices.
- Assist in the implementation and enforcement of IT security controls related to end-user devices
- Report any security incidents or potential risks to the relevant authorities.
- Participate in regular audits and reviews of IT systems and processes.
- Ensure adherence to established IT governance frameworks and compliance standards.

Continuous Improvement & Innovation

- Identify opportunities to automate repetitive tasks and improve IT support efficiency.
- Stay abreast of emerging technologies and industry trends relevant to IT support and endpoint management.
- Contribute ideas for improving IT services, tools, and processes.
- Proactively seek out and participate in training and development opportunities

📌 Helpdesk Engineer (Bengaluru)
🏢 TRIGENT SOFTWARE PRIVATE
📍 Bengaluru