Workplace IT Operation Engineer - C-Suite Support

Job SummaryWe 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 ResponsibilitiesProvide 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 SkillsStrong 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 Qualifications2-5 years of Helpdesk/Desktop Support experience.IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent.Experience supporting enterprise environments.Key CompetenciesCustomer Service OrientationProblem SolvingTeam CollaborationTime ManagementAttention to DetailCommunication SkillsAdaptability and Continuous LearningWorking ConditionsRotational 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