Job Summary

We are looking for an enthusiastic and customer-focused L1 Support Engineer / Helpdesk Analyst to provide first-level IT support to international end users. The role involves supporting end users through phone calls, Microsoft Teams, emails, and IT ticketing systems by troubleshooting issues remotely and ensuring timely resolution.

The ideal candidate should possess strong communication skills, excellent customer service abilities, and a good understanding of Microsoft 365, Windows operating systems, hardware, networking, and end-user support.

Key Responsibilities

- Provide Level 1 IT support to global users via phone, Microsoft Teams, email, and service desk tickets and locally at India Office.
- Diagnose and resolve technical issues through remote support tools.
- Log, track, update, and close incidents/service requests within defined SLA timelines.
- Troubleshoot and support:
- Microsoft 365 (Office 365) applications (Outlook, Teams, Excel, Word, PowerPoints, One-Drive SharePoint).
- Familiar with System and Email Securities basic concepts.
- Windows 10/11 operating systems (OS Installation, System configuration remotely and Windows Login Profile Issues).
- VPN connectivity issues.
- Network connectivity troubleshooting (LAN/Wi-Fi)
- Printer installation and printing issues.
- Laptop and desktop hardware-related issues.
- Basic software installation and application-related issues.




- Perform password resets, account unlocks, and basic user administration tasks.
- Escalate complex issues to L2/L3 support teams with proper documentation.
- Assist users with onboarding, device setup, and IT-related requests.
- Maintain accurate ticket updates and technical documentation.
- Deliver excellent customer service while interacting with users across different countries and time zones.

Required Skills & Qualifications

Technical Skills

- Required knowledge of Microsoft 365 environment ( Outlook, Teams, Excel, Word, PowerPoints, One-Drive & SharePoint)
- Good understanding of:
- Windows Operating Systems and Cloud PCs.
- Antivirus.
- Microsoft Authenticator.
- Basic knowledge of:
- Laptop and desktop hardware troubleshooting
- Printers and peripheral devices.
- Docking Stations and External Monitors connection troubleshooting.
- Networking concepts (TCP/IP, DNS, DHCP, LAN/Wi-Fi)
- VPN connectivity support
- User account and password management
- Familiarity with remote support tools and ticketing systems.

Communication Skills

- Excellent verbal and written English communication skills.
- Ability to support international users professionally over phone, Teams meetings, and email.
- Strong customer service and problem-solving skills.
- Ability to explain technical issues in a easy and user-friendly manner.

📌 IT Helpdesk AnalystSupport) (Mumbai)
🏢 Greenwich Metals
📍 Mumbai