IT Helpdesk Support Executive

Job Overview

Desktop support engineer

Location: Chennai

Experience: 1-2 Years

Qualification: BCA / B.Sc (CS/IT) / B.E / B.Tech / or equivalent technical background preferred

Role Overview

The IT Helpdesk Support Executive is responsible for ensuring smooth day-to-day IT operations by providing Level 1 (L1) and Level 2 (L2) support. The role involves handling incidents, troubleshooting hardware, software, and network issues, managing user access, and coordinating with teams to ensure minimal downtime and seamless business continuity.

Key Responsibilities

Handle IT incidents & service requests via ticketing tools

Perform L1 troubleshooting (hardware, software, network basics)

Manage L2 issues (VPN, access, email, applications)

Support laptops, printers, and user accounts

Log, prioritize, and resolve tickets within SLA

Escalate complex issues and track to closure

Communicate clearly with end users

Maintain documentation and follow SOPs

Must-Have Skills

Basic networking (IP, DNS, VPN, Wi-Fi)

Windows OS & system troubleshooting

Familiarity with M365 / Google Workspace

Strong problem-solving and logical thinking

Good communication (spoken & written)

Ability to prioritize and handle multiple tickets

Willingness to work in rotational shifts

Ownership mindset

Willingness to work in 24/7 rotational shifts

Strong coordination and teamwork abilities

Good-to-Have

Exposure to ticketing tools (JIRA, ServiceNow, Zendesk, etc.)

Basic understanding of ITIL concepts

Exposure to production or application support environments

Ability to prepare basic status reports