Desktop Support at iFAST Financial India · Mumbai · 1 - 4 years · ₹2L - ₹2.5L / yr · Profitable · Posted 21 Feb 2022
- Building a whole IT network or setting up a PC and access permissions for a new hire, providing technical support the organization’s day-to-day operations. This process involves both hardware and software setup.
- Conducting basic induction IT training of new employee in organization. Also often interaction and timely provide training to end users who may not be familiar with the finer points of IT.
- Responsible for liaising with affected stakeholders, identifying the problem, devising a solution, and implementing that fix.
- Handling updates, upgrades, and other maintenance tasks in both hardware and software areas.
- Providing support by telephonic or skype to the out locations staff and ensuring to fix up the problem within a timeline e.g. VPN issues
- Vendor Management – checking and processing the bills without any error. Also ensuring to be made payment on time for smooth operation in daily work
- Working with IDAM ticketing tool and log/assigning calls and resolving as per priority
- Taking care of AMC/Warranty of all company infrastructure.
- Maintaining Asset Register and keeping record of IT equipment.
- Route problems to internal 2nd and 3rd level IT support staff.
- Troubleshooting & configuring on Microsoft outlook & Web mail.
- Escalating complex problem to supervisor and appropriate support specialists
- Installation, configuration and troubleshooting Local and Network Printers
- Taking care of all other responsibilities assigned from time to time.
- Desktop and Laptops support for troubleshooting of win XP, Win 7, win 8, win 10, ubuntu.
- Installation of servers 2008, 2012.
- Working with Arc server Backup solution Restoring and Backup wizard.
- Keeping track of all the IT Infra assets with tagging and submitting report to finance team for audit of infrastructure assets.
- Antivirus updating, configuring, schedule scanning.
- Onsite support
- Working with nutanix hypervisor like create new server, configuration new server (memory, storage , cpu , network) take snapshot, snapshot restore, etc
Shubham Vishwakarma
Full Stack Developer - Averlon
About iFAST Financial India
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Location : Mumbai
Big Picture (The Opportunity) :
Are you looking for an opportunity to advance your Career? & If you are able to maintain a positive attitude even when everything goes wrong, if you are detail oriented and self motivated with a passion to learn and improve your skills and knowledge, we have a perfect job for you !
What do we want from you ? (Our Expectations) :
- Zero to 2 years experience in Linux Operating System.
- Flexible working hours - able to support occasional nights, weekends, and call-ins, able to quickly adapt to a constantly changing faced paced environment. Open to travel to sites.
- An ideal person who is excited and motivated about running and supporting a production - grade critical infrastructure and looks for opportunities to improve processes with automation.
What are you required to do ? (Your Responsibilities) :
- Proactively maintain and develop all linux infrastructure technology to maintain a 24*7*365 uptime service.
- Engineering of systems administration-related various solutions for our various SAAS products and projects as well as operational needs.
- Proactively monitoring system performance and capacity planning.
- Providing technical support to customers for Applications, Operating systems, and networking.
- Will also be the first point of contact for our clients, where installations are placed on a permanent basis, for basic troubleshooting and problem solving.
- Fault finding, analysis and logging information for reporting of performance exceptions.
- Maintain best practices on managing systems and services across all environments.
Skills & Qualification Required (Add Value) :
- Graduate - Preferred to have Bachelor‘s Degree in Engineering, Computer Science or related field.
- He / She should be familiar with the installation and configuration of Linux operating systems and setup and operation of TCP/IP networking on Linux systems also familiar with Internet concepts including SMTP, IMAP, POP, HTTP, DNS, LDAP and related protocols.
- You should possess excellent communication skills .
- Knowledge of Email concepts, Helpdesk Concept , VoIP Concept , Cloud computing will be an added advantage.
About the Role
We are looking for a customer-focused and technically proficient IT Support Engineer (L1) with 1-2 years of
experience to join our IT Support team. The ideal candidate should have hands-on experience in desktop
support, hardware and software troubleshooting, Microsoft 365 administration, Windows operating
systems, and basic networking.
The candidate will be responsible for providing first-level technical support, resolving user issues, managing
support tickets, configuring end-user devices, and ensuring timely resolution of incidents while delivering
excellent customer service.
Key Responsibilities
End-User Support
• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.
• Assist users with Microsoft Office applications and Windows operating systems.
• Perform system health checks and preventive maintenance.
Microsoft 365 Administration
• Create, modify, and manage Microsoft 365 user accounts and licenses.
• Support Microsoft 365 services including:
o Exchange Online
o Microsoft Teams
o OneDrive for Business
o SharePoint Online (Basic)
• Perform password resets and mailbox troubleshooting.
• Manage shared mailboxes, distribution groups, and Microsoft 365 groups.
• Support Microsoft Outlook configuration and synchronization issues.
Windows Administration
• Install, configure, and troubleshoot Windows 10 and Windows 11.
• Join devices to Active Directory or Microsoft Entra ID.
• Configure user profiles and local security settings.
• Perform operating system updates and driver installations.
• Troubleshoot boot, performance, and application issues.
Helpdesk & Ticket Management
• Log, prioritize, and resolve incidents using ITSM/Ticketing tools.
• Ensure incidents are resolved within defined SLA timelines.
• Escalate unresolved issues to senior engineers when required.
• Maintain accurate troubleshooting notes and resolution details.
• Create and update knowledge base articles.
Hardware & Software Support
• Install and configure desktop and laptop hardware.
• Diagnose hardware failures and coordinate warranty replacements.
• Install and update software applications.
• Perform hardware upgrades such as RAM, SSD, and peripheral replacements.
• Support antivirus installation and endpoint protection.
Basic Networking Support
• Troubleshoot LAN, Wi-Fi, and internet connectivity issues.
• Verify IP configuration, DNS, DHCP, and default gateway settings.
• Configure basic TCP/IP settings.
• Assist with printer and network drive connectivity.
• Escalate advanced network issues to the Network Team.
User Administration
• Create and manage Active Directory user accounts.
• Reset passwords and unlock user accounts.
• Manage user permissions and group memberships.
• Assist with onboarding and offboarding activities.
- Troubleshooting & Issue Resolution – Diagnose and resolve hardware, software, and network issues through remote and on-site support.
- User Support & Training – Assist employees and clients with technical queries, software installations, and system configurations.
- System Maintenance & Updates – Ensure regular system updates, patches, and security fixes to maintain system integrity.
- Network & Connectivity Support – Address internet connectivity issues, VPN configurations, and firewall troubleshooting.
- Ticket Management & Documentation – Log, track, and resolve issues through a helpdesk system, ensuring timely resolution.
- Hardware & Peripheral Support – Install, configure, and maintain printers, scanners, and other IT peripherals.
- Security & Data Protection – Ensure adherence to IT security policies, managing access controls and data backup solutions.
Role
This position provides technical support to end users across a variety of IT-related issues. The role involves identifying, researching, troubleshooting, and resolving technical problems related to computer systems, software, and hardware.
The position responds to support requests received via telephone, email, and other channels, while documenting, tracking, and monitoring issues to ensure timely resolution and adherence to Service Level Agreements (SLAs).
Essential Duties and Responsibilities
- Provide technical assistance and support for incoming queries, calls, and issues related to computer systems, software, and hardware.
- Identify, diagnose, and troubleshoot technical issues and problems.
- Categorize, record, and manage reported queries and provide appropriate solutions.
- Assist users with problem identification and resolution.
- Advise users on the appropriate course of action for reported issues.
- Monitor incidents and service requests from initial reporting through final resolution.
- Escalate unresolved or complex problems to the appropriate level of support when required.
- Provide basic online security guidance and technical support to end users.
- Manage one or more customer service/support functions as assigned.
- Act as a primary point of contact for service users and customers reporting issues or requesting information, access, or other IT services.
- Receive and handle service requests in accordance with established procedures.
- Promptly assign and route support calls and tickets to the appropriate teams.
- Log incidents and service requests and maintain accurate and relevant records.
- Maintain detailed technical documentation within Help Desk tickets, including troubleshooting steps, actions taken, and resolutions.
- Identify and classify incident types and service interruptions.
- Record incidents and categorize them based on symptoms, root causes, and resolutions.
- Support day-to-day operational requirements during changes while minimizing service disruptions.
- Ensure support activities remain aligned with applicable SLAs, IT service management processes, and information security requirements.
- Maintain a typing speed of at least 45 WPM.
- Perform basic hardware and software troubleshooting.
- Demonstrate a good understanding of current operating system functionality.
- Possess a basic understanding of computer hardware.
- Demonstrate proficiency with Microsoft products and applications.
Skills & Qualifications
Technical Skills
- Good understanding of IT Service Desk and technical support processes.
- Knowledge of ITIL processes and best practices.
- Hands-on experience with ServiceNow or similar IT service management/ticketing tools.
- Working knowledge of Active Directory.
- Experience with Microsoft Office 365.
- Knowledge of account provisioning and account creation.
- Basic understanding of computer hardware and peripherals.
- Basic knowledge of Microsoft Teams and Outlook.
- Good understanding of Windows operating systems and common desktop applications.
Professional Skills
- Excellent verbal and written communication skills.
- Strong customer service and customer-handling skills.
- Ability to diagnose problems and provide effective solutions.
- Strong troubleshooting and problem-solving skills.
- Ability to prioritize and manage multiple incidents and service requests.
- Ability to follow established IT Service Desk procedures and guidelines.
- Ability to work effectively in a team-oriented environment.
- Strong attention to detail and accurate documentation skills.
Experience
- 1–3 years of experience in an IT Service Desk, Help Desk, Technical Support, or similar role.
Educational Qualifications
- B.Tech / B.E. in Computer Science, Information Technology, or a related field; or
- Bachelor of Computer Applications (BCA); or
- B.Sc. in Computer Science / Information Technology or a related field.
Additional Requirements
- Adherence to company IT Service Desk (ITSD) policies, procedures, and guidelines.
- Commitment to maintaining information security and confidentiality.
- Ability to meet defined service levels and provide timely support to end users.
Role Description
Key Responsibilities:
- Troubleshoot Windows OS and Office 365 issues (Outlook, Teams, OneDrive)
- Handle password resets, account access, and user management (Active Directory)
- Install/configure laptops, desktops, printers, and software
- Perform basic network troubleshooting (Wi-Fi, VPN, DNS)
- Log and track issues in ServiceNow/Jira and meet SLA timelines
- Escalate complex issues to L2 teams
- Support user onboarding/offboarding and system setup
- Maintain basic documentation and SOPs
Required Skills:
- Strong 2-3 years of experience in IT Support / Helpdesk / Desktop Support
- Good knowledge of Windows OS (10/11) and Microsoft Office 365
- Basic exposure to AWS is mandatory.
- Basic knowledge of Active Directory, networking, and security concepts
- Exposure to Linux/Unix environments (basic level)
- Familiarity with ticketing tools (ServiceNow, Jira, etc.)
- Basic understanding of programming/scripting (Java, Python, etc.) is a plus
- Experience in fast-paced or SaaS environments is an advantage
- Strong communication skills (English) and problem-solving ability
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon