JOB DESCRIPTION

The ICT Support Engineer is responsible for providing first-level technical support to end users by installing, configuring, maintaining, and troubleshooting IT hardware, software, Microsoft 365 applications, and network-related issues. The role ensures smooth IT operations, timely incident resolution, system security, and excellent user support in a 24x7 operational workplace.Provide first-level technical support for desktops, laptops, printers, and peripheral devices.

Key Responsibilities
Install, configure, and troubleshoot operating systems, software applications, and Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive, Exchange).
Resolve hardware, software, network, VPN, Wi-Fi, and user account issues within defined SLAs.
Support LAN/WAN connectivity, meeting room AV systems, and video conferencing tools.
Maintain endpoint security, antivirus solutions, software updates, and compliance with IT security policies.
Manage IT assets, maintain documentation, and update incident records.
Assist users through phone, email, remote support, and onsite visits while ensuring high customer satisfaction.




Coordinate with internal teams or vendors for issue escalation and resolution.

Key Skills & Competencies
Strong troubleshooting skills in hardware, software, networking, and Microsoft 365.
Positive understanding of Windows OS, Active Directory, LAN/WAN, VPN, and endpoint security.
Excellent communication, analytical, and problem-solving skills.
Ability to prioritize multiple tasks, work independently, and perform effectively in a 24x7 shift workplace.
Team player with a customer-focused attitude and strong documentation skills.

Key Result Areas (KRAs)
Timely resolution of IT support tickets within SLA.
High availability of end-user systems and IT services.
Effective management of IT assets and documentation.
Compliance with IT security policies and organizational standards.
High end-user satisfaction through quality technical support.

Pay: ₹600,000.00 - ₹650,000.00 per year

Benefits:
Health insurance
Life insurance
Provident Fund

Work Location: In person

📌 It Helpdesk Engineer Ahmedabad (India)
🏢 Bankai Infotech
📍 India