About the Company

Over the past six decades, we’ve built the Kiely Family of Companies to focus on customer success and design-build capabilities. We rely on a culture of teamwork, technological innovation, and high ethical standards to deliver successful solutions to our customers.

The Kiely Family of Companies, established in 1952 by John F. Kiely Sr., contributes to something far greater than itself, as each company’s unique capabilities enhance the others, making us greater than the sum of our parts.

ENR 400 ranked for engineering and construction, KIELY serves the needs of our customers, offering a diversified list of services.

Kiely serves a purpose much larger than any individual, project, or entity. We refer to our employees as team members because together, we empower, partner, and advance. Our team members are an elite group of behind-the-scenes professionals who embody Kiely’s core values.

About the Role The Helpdesk Technician will provide Level 1 IT support to the US-based IT teams and employees , serving as the first point of contact for day-to-day technical support.

The role is responsible for receiving requests through approved support channels, validating the user impact, documenting the issue clearly, performing standard troubleshooting, resolving known and repeatable issues, and escalating items that require higher-tier engineering or administrative action. Success is measured by responsiveness, ticket quality, first-contact resolution for eligible issues, customer communication, and same-day closure where appropriate.

- Coverage windows and shift standards apply. Level 1 must be available and responsive during assigned support hours and follow documented handoff procedures when coverage changes.
- Quality, same-day closure is expected for eligible,



low-complexity incidents and service requests when the issue can be resolved using approved tools, documented procedures, or known fixes.
- All work must follow IT staff expectations, security requirements, ticketing standards, escalation rules, and customer communication practices.

Responsibilities

- Receive, triage, and/or route support requests from approved channels, including phone, portal, Teams, and walk-up requests when applicable.
- Coordinate to receive, handle, and process devices delivered by mail, and prepare and ship configured outbound devices on time while meeting defined service levels and asset-handling procedures.
- Create, update, and own tickets in helpdesk software from intake through closure or escalation. Each ticket must include the user, affected device or application, business impact, troubleshooting performed, resolution, and next steps.
- Resolve known and repeatable issues at first contact when possible, including basic access issues, mobility (iPhone or tablet), standard software requests, printer support, Microsoft 365 suite support, and common endpoint issues.
- Perform standard identity and access tasks within approved procedures, including password resets, account unlocks, MFA support, group membership validation, and escalation of permission changes that require approval.
- Support endpoint and device tasks such as workstation and mobility setup, basic troubleshooting, software installation, patching (and prompts), printer mapping, mobile device support, and Intune device status checks.




- Support Teams telephony and field mobility needs, including softphone setup, headset validation, iOS/iPad check-in and check-out, basic configuration, and inventory exception reporting.
- Escalate issues to Level 2 when the issue is outside Level 1 authority, requires elevated access, involves recurring failure, creates business risk, or cannot be resolved within expected handling time.
- Maintain clear customer communication by acknowledging requests, setting expectations, providing status updates, confirming resolution, and closing the loop with the requester.
- Review suspected junk or phishing requests, take necessary actions, and communicate to end users.
- Investigate field location carrier issues, and report and escalate accordingly.
- Use knowledge articles and documented procedures before escalating. When a repeat issue does not have documentation, identify the gap and recommend a knowledge article update.
- Ability to troubleshoot Apple devices is an advantage.

Competencies

- 2–4 years of IT support experience or equivalent hands-on troubleshooting capability.
- Working familiarity with Windows 10/11, Microsoft 365, Teams, basic networking concepts, printers, mobile devices, and common business applications.
- Strong customer-service mindset with professional and accurate written notes, follow-through, and disciplined escalation habits.
- Clear spoken, verbal, and written English is required.
- Language Proficiency: C2.
- Highly self-motivated and self-directed.
- Keen attention to detail.
- Team-oriented and skilled in working within a team-oriented environment.
- Preferred but not required: experience with a helpdesk request management product, Intune, Entra ID, remote support tools, CompTIA A+, Network+, or equivalent foundational technical training.

📌 Help Desk Technician (Hyderabad)
🏢 Kiely Family of Companies
📍 Hyderabad