Company Description Credeksa is a technology-driven verification and identity screening company that helps organizations make informed decisions through reliable and efficient verification solutions. In a business setting shaped by digital transformation, remote work, evolving regulations, and increasing risk, Credeksa provides modern trust infrastructure to verify people and information with confidence. By combining technology, automation, data, and human expertise, the company supports the full verification lifecycle, including background, identity, employment, education, address, criminal record, reference, document, and digital/API-based verification.

Credeksa’s mission is to build trust through intelligent verification, enabling organizations to reduce risk, strengthen compliance, and improve hiring and people-related decisions. Its vision is to deliver a smarter, more trustworthy verification experience for businesses.

- Role Purpose To provide responsive, reliable and user-centric IT support by managing Level 1 helpdesk operations and resolving selected Level 2 technical issues. The role supports end-user devices, business applications, user access and day-to-day network connectivity, helping maintain employee productivity, IT security and service continuity. The successful candidate will take ownership of tickets, troubleshoot methodically, document actions and escalate complex issues with clear diagnostic information.
- Key ResponsibilitiesA. L1 Helpdesk and End-User Support : Act as the first point of contact for employees reporting IT incidents and service requests. Log, categorise, prioritise, track and resolve tickets in line with agreed service levels (SLAs).
- Troubleshoot Windows laptops/desktops, printers, peripherals, operating system issues and standard business applications.
- Support Outlook, Microsoft Teams, Microsoft 365 applications, email access and common collaboration issues.
- Assist with authorised password resets, account access, MFA and user access requests
- - B.



Support employee onboarding and offboarding through device preparation, asset handover, access provisioning and timely access revocation.
- Monitoring network stability
- Biometric Access review , remote log ins and logs for payroll
- Server monitoring with usage management
- On call availability for any outage and triage
- Identify and report security gaps
- Mediate and solutionize platform issues

C. L2 Troubleshooting
- Diagnose and resolve routine-to-moderate issues involving Windows configuration, application errors, device performance, software installation and connectivity.
- Perform approved software installations, updates, patches and endpoint configuration tasks.
- Investigate recurring incidents, identify likely root causes and recommend preventive actions.
- Escalate complex server, infrastructure, cybersecurity or advanced network issues to the appropriate specialist, including steps already attempted and relevant error details.

D. Networking and Connectivity Support
- Troubleshoot basic LAN, Wi-Fi, VPN and internet connectivity issues for end users.
- Check IP configuration and use basic diagnostic tools/commands such as ipconfig, ping, tracert and nslookup where appropriate.
- Identify common DNS, DHCP, gateway, IP conflict and network-access symptoms and determine whether an issue is device-specific or network-wide.
- Support connectivity to approved printers, shared resources and business applications.
- Coordinate with the network/ISP/vendor support team for issues beyond the role’s access or technical scope.

D. User Administration, Assets and Security
- Support basic user administration through Active Directory or Microsoft Entra ID,



as applicable and authorised.
- - E. Maintain accurate inventory records for laptops, desktops, accessories, software and other IT assets.
- Track allocation, returns, repairs, warranty status and replacement of IT equipment.
- Follow access-control, endpoint protection, antivirus, MFA, patching and software-licensing requirements.
- - F.Report suspected phishing, malware, unauthorised access or other security incidents promptly and follow the incident process.
- - G.Maintain accurate ticket notes, asset acknowledgements, configuration records and audit-supporting documentation.Familiarity with ticketing platforms such as Freshservice, ServiceNow, ManageEngine or Jira Service Management.
- - H. Exposure to endpoint security tools, device compliance, patch management and asset lifecycle processes.Basic understanding of backup practices, software licensing and IT documentation

- I. Create or update FAQs, troubleshooting guides and knowledge-base articles for recurring issues.
- Identify opportunities to improve support turnaround, user experience and first-contact resolution.

Mandatory Qualifications and Technical Requirements :
- Bachelor’s degree in computer science, Information Technology, Computer Engineering, Networking, or an equivalent relevant technical discipline.
- - Experience: 2–3 years in IT helpdesk, desktop support, service desk or technical support.
- Core technical capability: Hands-on proficiency in Windows 10/11, desktop/laptop hardware, software installation and troubleshooting, Microsoft 365, and networking fundamentals including TCP/IP, DNS, DHCP, LAN/Wi-Fi and VPN connectivity.
- L1/L2 capability: Ability to independently resolve routine L1 tickets and selected L2 issues, perform basic network diagnostics, document troubleshooting steps and escalate issues appropriately.
- Preferred certification required for the role: CompTIA A or Cisco CCST Networking, or an equivalent certification.

📌 Information Technology Support Engineer (Mumbai)
🏢 Credeksa
📍 Mumbai