IT Help Desk Support Specialist – Technical Troubleshooting and User Assistance

Location: Remote within India
Employment Type: Full-time
Experience: 1–3 years
Salary: ₹3,00,000–₹4,50,000 per year
Schedule: Five days per week, with rotational shifts

ExampleTech Services is seeking an IT Help Desk Support Specialist to assist employees with everyday hardware, software, and connectivity issues. You will provide first-line technical support through a ticketing system, email, phone, and approved remote-access tools.

The role involves understanding reported problems, diagnosing common faults, explaining solutions clearly, and documenting the outcome. You will also coordinate with infrastructure and security teams when an issue requires specialist support.

This position suits someone who enjoys troubleshooting, communicates patiently with nontechnical users, and takes ownership of support requests through resolution.

Responsibilities

• Receive, categorize, and prioritize support tickets according to urgency and business impact.

• Troubleshoot Windows laptops, desktop applications, printers, and common peripheral devices.

• Help users resolve Microsoft 365, Outlook, Teams, and browser-related issues.

• Diagnose basic Wi-Fi, internet, DNS, and VPN connectivity problems.

• Assist with approved password resets and multifactor authentication setup after verifying the user’s identity.

• Install and configure authorized software using documented procedures.

• Support employee onboarding and offboarding through assigned equipment and account-management tasks.

• Record troubleshooting steps, solutions, and follow-up actions in the ticketing system.

• Escalate unresolved issues with clear technical notes and relevant diagnostic information.

• Maintain support documentation and contribute solutions to the internal knowledge base.

• Follow security procedures and report suspected phishing, malware, or unauthorized access promptly.

Requirements

• Diploma or bachelor’s degree in IT, computer science, or a related field, or equivalent practical experience.

• One to three years of experience in IT help desk, desktop support, or a similar role.

• Working knowledge of Windows 11 and Microsoft 365 applications.

• Basic understanding of networking concepts, including IP addresses, DNS, DHCP, and VPNs.

• Familiarity with ticketing systems and remote-support tools.

• Clear spoken and written English.

• Ability to explain technical steps to users with different levels of computer knowledge.

• Good organization, accurate documentation, and a patient approach to troubleshooting.

• Availability for rotational shifts within the agreed support schedule.

• Reliable internet connectivity and a suitable workspace for remote support.

Preferred qualifications

• Experience with Active Directory or Microsoft Entra ID.

• Exposure to macOS support and endpoint-management tools.

• CompTIA A+, ITIL Foundation, or an equivalent certification.

• Experience handling support requests against agreed response and resolution targets.

Benefits & Perks

• Annual salary of ₹3,00,000–₹4,50,000, based on experience.

• Company-provided laptop and necessary support software.

• Monthly internet reimbursement of up to ₹1,000.

• Health insurance under the employer’s group policy.

• Fifteen days of paid annual leave, plus applicable public holidays.

• Structured onboarding and access to technical training.

• Certification reimbursement for approved courses.

• Regular performance reviews and opportunities to progress into desktop support, systems administration, or infrastructure support.

How to Apply

Submit your résumé through our job portal. Include your technical-support experience, relevant certifications, notice period, and availability for rotational shifts.