Engineer, IT Helpdesk, India

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Responsibility Area Description

1 Ticket Operation Tickets Management Monitor and manage the IT ticketing system. Respond to support requests promptly in a customer‑focused manner. Troubleshoot and resolve issues; escalate when needed to maintain business continuity.

2 Areas Operation and Improvement Service Optimization Maintain and enhance areas such as software deployment, reporting, purchasing, etc., to improve service quality and system performance.

3 Project Participation & Management Project Support Lead or assist with Helpdesk‑related IT projects aimed at improving systems, processes, or infrastructure.

4 Team & Documentation Support Knowledge Sharing Guide Helpdesk Assistants with technical escalations. Document resolutions and suggest procedural improvements.

5 Server & Network Support Infrastructure Support Provide basic Windows/Linux server and networking support (such as IP configuration, file shares, DHCP, domain issues)—with at least 40% of time devoted to these tasks.

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