IT Operations Support Engineer

We are seeking a proactive and customer-focused DSS Helpdesk Support Engineer to provide first-level technical support to end users. The role involves troubleshooting hardware, software, network, and access-related issues while ensuring timely resolution and excellent customer service. The candidate will support day-to-day IT operations, manage service requests, and maintain IT assets in accordance with company standards. Key Responsibilities

Provide Level 1 and Level 2 technical support to end users via Snow ticket, phone, email, chat, and in-person support.

Troubleshoot and resolve hardware, software, operating system, and application-related issues.

Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.

Support Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, and other business applications.

Manage user accounts, password resets, and access requests through Active Directory and related systems.

Provide support for VPN, Citrix, remote access, and multi-factor authentication (MFA) solutions.

Monitor and update incidents and service requests through the ITSM tool (ServiceNow).

Maintain IT asset inventory and support asset lifecycle management.

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

Support conference room technologies, MTR (Microsoft Teams Rooms), and video conferencing solutions.

Document troubleshooting steps, resolutions, and knowledge base articles.

Ensure compliance with IT policies, security standards, and audit requirements.

Required Skills

Strong knowledge of Windows 10/11 operating systems.

Experience with Microsoft 365 administration and troubleshooting.

Understanding of Active Directory, Azure AD/Entra ID, and group policies.

Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).

Experience supporting Citrix Virtual Desktop environments.

Familiarity with ITSM tools such as ServiceNow.

Basic knowledge of hardware diagnostics and repair.

Strong troubleshooting and analytical skills.

Excellent verbal and written communication skills.

Preferred Qualifications

2-5 years of Helpdesk/Desktop Support experience.

IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent.

Experience supporting enterprise environments.

Key Competencies

Customer Service Orientation

Problem Solving

Team Collaboration

Time Management

Attention to Detail

Communication Skills

Adaptability and Continuous Learning

Working Conditions

Rotational shifts and on-call support if required.

Support for remote and onsite users.

Ability to handle multiple priorities in a fast-paced environment.

Experience: 2-5 Years

Location: As per business requirement

Department: Desk Side Support (DSS) / IT Support Services