About the role
Role: Helpdesk / Desktop Engineer
Location: Vadodara
Experience: 3-4 Years
Work Timing: 4:00 PM to 12:30 AM
Key Responsibilities IT Support & Helpdesk- Provide L1/L2 support for hardware, software, and network issues
- Manage and resolve tickets in ManageEngine ServiceDesk Plus
- Troubleshoot desktop/laptop issues (Windows OS, applications)
- Support remote and on-site users
- Assist with password resets and MFA setup
- Support user access-related issues
- Installation and configuration of desktops and laptops
- Perform OS and software installations and updates
- Ensure endpoint compliance using Trend Micro Vision One as the preferred solution
- Maintain IT asset inventory and tracking in ManageEngine ServiceDesk Plus
- Handle asset allocation, tagging, and audits
- Troubleshoot connectivity issues (LAN/Wi-Fi, DNS, IP issues)
- Coordinate with network/system teams for escalations
- Support VoIP systems
- Assist users with call-related issues
- Escalate complex issues to System Administrator
- Assist in basic log reviews
- Maintain user guides and troubleshooting documentation
- Update knowledge base articles
- Strong troubleshooting skills (Windows OS, Office apps)
- Basic networking knowledge (IP, DNS, DHCP)
- Good communication and user support skills
- Experience in IT helpdesk/support role
- Knowledge of ticketing tools like ManageEngine ServiceDesk Plus
- Basic understanding of cloud platforms (AWS)
- Hands-on experience or exposure to Trend Micro Vision One or similar endpoint security tools