Help desk Engineer Job in For a Client of TeamLease Digital at Bangalore, Belagavi, Ballari

Provide Level 1/Level 2 technical support to internal users and ecosystem partners through

phone, email, chat, and ticketing systems.

Act as the primary point of contact for partner support requests, ensuring timely issue resolution

within defined SLAs.

Log, categorize, prioritize, and track incidents and service requests using ITSM tools

(ServiceNow, Jira, Remedy, etc.).

Troubleshoot hardware, software, operating system, network connectivity, and application-

related issues.

Install, configure, and maintain desktops, laptops, printers, scanners, and peripheral devices.

Support Microsoft Windows, Microsoft Office 365, Outlook, Teams, VPN, and remote access

solutions.

Create, modify, and manage user accounts, passwords, access permissions, and Active Directory

groups.

Coordinate with infrastructure, network, application, and vendor teams to resolve complex

technical issues.

Perform software installations, system upgrades, patch management, and endpoint security

updates.

Monitor support queues and ensure all incidents and service requests are resolved within agreed

SLA timelines.

Maintain accurate documentation of incidents, resolutions, SOPs, and knowledge base articles.

Provide onboarding and offboarding support, including user account provisioning and device

setup.

Assist ecosystem partners with portal access, application usage, integration issues, and technical

queries.

Perform basic network troubleshooting, including DNS, DHCP, IP configuration, VPN, and Wi-

Fi connectivity.

Support printer management, file sharing, email configuration, and remote desktop

troubleshooting.

Escalate critical incidents to Level 2/Level 3 support teams and follow up until closure.

Ensure compliance with organizational IT security policies, data protection, and access control

procedures.

Participate in system health checks, preventive maintenance, and continuous service

improvement initiatives.

Deliver excellent customer service by maintaining effective communication and providing

regular status updates to users and partners.

Generate support reports, incident trends, and SLA performance metrics for management review.

Work in rotational shifts and provide on-call support as required to ensure uninterrupted business

operations.