Helpdesk Coordinator

• 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.

A Desktop Support Engineer is responsible for providing technical support and assistance to end-users in an organization. This role involves troubleshooting hardware and software issues, ensuring that desktop systems are functioning efficiently, and maintaining a high level of customer satisfaction. 

Key Responsibilities:

- Respond to user inquiries and provide technical support via phone, email, or in-person.

- Diagnose and resolve hardware and software problems, including operating systems, applications, and network connectivity issues.

- Install, configure, and upgrade desktop hardware and software, ensuring compliance with company standards.

- Maintain inventory of desktop equipment and software licenses, ensuring proper documentation and tracking.

- Collaborate with IT teams to implement new technologies and improve existing systems.

- Provide training and support to users on new software applications and tools.

- Assist in the setup and deployment of new workstations and peripherals.

- Monitor and maintain system performance, applying updates and patches as necessary.

- Document technical procedures and solutions for future reference.

Qualifications:

- Bachelor’s degree in computer science, information technology, or a related field, or equivalent experience.

- Proven experience in a desktop support role or similar technical support position.

- Strong knowledge of Windows and macOS operating systems, as well as common software applications.

- Familiarity with networking concepts and troubleshooting techniques.

- Excellent problem-solving skills and the ability to work under pressure.

- Strong communication skills, both verbal and written, with a customer-focused attitude.

- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

This role is essential for maintaining the productivity of employees by ensuring that their desktop environments are operational and efficient. A successful Desktop Support Engineer will be proactive, detail-oriented, and able to work independently as well as part of a team.

 IT trouble support for Desktop/Laptop & workstation

 ✓ Server Hardware installation & OS installation for Servers

✓ AD/ADC creation with Policies for AD users across organisations as required

✓ L1/L2/L3 Network Security configuration and Policy management

✓ LAN/WAN management & Policy Firewall management

✓ VPN/P2P Management with network switches internal or different locations

✓ Antivirus and End point security Management

✓ Data Backup with Cloud or installation on NAS/SAN

✓ Virtual M/C (VPS) creation & management on premise or Cloud Server

✓ Backup & Restoration of Data & Files for Backup Data 

Skills and Qualifications Required • Bachelor's or Master's degree in Information Technology, Computer Science, or a related analytical discipline. • 3–5+ years of experience in application support, software support, or business systems support roles. • Hands-on experience supporting NetSuite is mandatory. • Experience with NSAR, including access management and governance processes, is highly preferred. • Strong customer service, stakeholder management, and relationship-building skills. • Willingness to work in US business hours and support a 24x7 operational environment when required. • Proficiency in Microsoft Office applications, including Excel, PowerPoint, Teams, Outlook, and Word. • Advanced to expert-level proficiency in Microsoft Excel, including data analysis and reporting. • Strong analytical, troubleshooting, and problem-solving capabilities. • Ability to manage multiple priorities and work effectively in a fast-paced environment. • Excellent verbal and written communication skills, with the ability to independently engage and support US-based stakeholders. • Ability to work both independently and collaboratively within cross-functional teams. • Demonstrated ability and eagerness to learn and support new business applications such as CaseLocker, Ragic, Salesforce, and DocuSign. • Exposure to Salesforce, Ragic, CaseLocker, and DocuSign is considered an advantage. • Familiarity with AI tools such as Microsoft Copilot or similar platforms for productivity, automation, and operational efficiency is preferred.

The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.

Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link

Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog

Responsibilities

1. Incident Handling & Production Support
2. Escalation & Coordination
3. Monitoring & Alerts
4. Documentation & SOP Adherence
5. Customer Interaction

Requirements and Qualifications:

1. Minimum 1 year of experience as App support or product support
2. Basic understanding of APIs, JSON, request/response flow.
3. Ability to read logs and use monitoring tools.
4. Strong communication and customer-handling skills.

Location: Bangalore, Karnataka

About the role

We’re hiring an IT Systems Administrator for an NBFC to secure endpoints, SaaS, and networks across ~50 branches, ~250+ field staff, and ~50+ office users.

This is primarily an IT Admin + Security role, with secondary exposure to AWS cloud ops + light DevOps + basic DB access management.

If you’re an IT Admin aiming to break into AWS Cloud Ops + DevOps, this role is a strong next step — you’ll own core IT/security and get hands-on exposure to cloud operations and deployments.

Key responsibilities (Primary: IT Admin + Security)

• Manage endpoint security for laptops and mobiles (policies, patching, encryption, antivirus/EDR); drive MDM implementation now/future (e.g., Intune/Jamf).
• Administer Google Workspace (Gmail/Drive/Calendar): users, groups, permissions, SSO, MFA, sharing controls.
• Own joiner–mover–leaver lifecycle: provisioning/deprovisioning, access controls, periodic access reviews.
• Secure branch connectivity: VPN, internal Wi-Fi, internet usage controls; coordinate troubleshooting and standardization across branches.
• Manage HO security stack: firewall operations, rule changes with change control, monitoring/log review (basic but consistent).
• Secure SaaS tools (CRM/HRMS/comms like Slack/Zoom): role-based access, MFA enforcement, offboarding, integration/OAuth controls.
• Maintain IT asset inventory: procurement coordination, issuance/return, audits, warranty/AMC, license renewals; remote lock/wipe for lost devices.
• Handle security incidents: phishing, account compromise, device loss/theft — contain, investigate, recover, and prevent recurrence.
• Run backups and basic DR testing; maintain SOPs/documentation and train staff on cyber hygiene.
• Provide hands-on user support: laptop builds, software installs, Outlook/Excel issues, VPN/Wi-Fi troubleshooting, escalations and vendor coordination.

Secondary responsibilities (AWS + DevOps + DB ops support)

• Support AWS administration: IAM users/roles/policies, MFA, access key hygiene, basic log review (e.g., CloudTrail).
• Manage AWS access controls: security groups/firewall rules, IP allowlists/whitelisting (admin tools, databases, vendor access).
• Assist engineering with DevOps operations:
• CI/CD support (deployment coordination, rollbacks, environment configuration)
• Secrets/credentials management and rotation (no shared creds)
• DNS + SSL/TLS certificates, basic monitoring/alerting coordination
• Bonus: Docker/Kubernetes and Terraform exposure
• Basic database operations (admin-lite):
• DB user creation, roles/permissions, least-privilege access
• IP allowlisting/whitelisting for DB access via VPN/approved sources
• Backup/restore verification coordination and basic monitoring signals (connections/storage)

Requirements

• 3+ years in IT security / systems administration (BFSI or branch-heavy org preferred).
• Hands-on with Google Workspace or Microsoft 365 administration.
• Must have hands-on experience leading or executing an email suite migration (e.g., Google Workspace ↔ Microsoft 365), including mailbox migration, DNS cutover, MX/SPF/DKIM/DMARC reconfiguration, and user transition management.
• Strong endpoint/security fundamentals: encryption, patching, AV/EDR, remote support, device compliance.
• Comfortable with networks: VPN/Wi-Fi/LAN troubleshooting; firewall basics and change discipline.
• Strong operational discipline: asset tracking, vendor management, documentation, ticketing, user communication.
• Practical AWS familiarity (IAM, access controls, logging) and ability to support DevOps workflows.

Nice to have

• Experience implementing MDM at scale (Intune/Jamf/SureMDM).
• Exposure to SOC2 / ISO27001 evidence, controls, and audit workflows.
• Scripting for automation (PowerShell/Bash/Python).
• Familiarity with managed databases and secure access patterns.

Key Responsibilities –

• Requirement Gathering & Analysis: Collaborate with business units to understand their needs and challenges, and document these into functional specifications, user stories, and process workflows. 
• Process Design: Design, document, and improve business processes and workflows within the ServiceNow platform to identify opportunities for automation and increased efficiency. 
• Solution Implementation: Work with the development team to ensure that requirements are understood and implemented correctly, assisting with configuration and testing, including User Acceptance Testing (UAT). 
• Stakeholder Communication: Act as a liaison between IT and business departments, ensuring clear communication, managing expectations, and providing support to end-users. 
• Documentation & Reporting: Maintain system documentation, process maps, and standard operating procedures (SOPs), and create reports for management on project progress and system performance. 
• Optimization: Identify opportunities to optimize the use of ServiceNow across various modules (e.g., ITSM, ITOM, GRC, HRSD, CSM, ITAM) and assist with managing and creating dashboards and performance metrics. 

Required Qualifications 

• A degree in a relevant field like Computer Science or Information Technology.
• Proven experience in implementing and configuring ServiceNow solutions.

We are looking for an Application Support Engineer with experience in Linux/Unix, Windows administration, application monitoring, and production support. The candidate should be skilled in incident management, troubleshooting, and monitoring tools such as Splunk, Grafana, and AppDynamics.

Responsibilities

• Provide application and production support, ensuring system availability and stability.
• Troubleshoot application, server, and infrastructure issues across Linux/Unix and Windows environments.
• Monitor application performance using Splunk, Grafana, and AppDynamics.
• Manage incidents, service requests, and changes through ServiceNow.
• Perform root cause analysis and coordinate with relevant teams to resolve issues.
• Ensure SLA compliance and minimize service disruptions.

Required Skills

• Application Support / Production Support
• Linux/Unix and Windows
• Monitoring tools: Splunk, Grafana, AppDynamics
• ITSM tool: ServiceNow
• Incident, problem, and change management
• Strong troubleshooting and communication skills

Mandatory Skills: L2 Production Support, Event Management / Mission Control, Incident Management, Linux, Linux, observability, and batch monitoring

Primary Skills:

• L2 Production Support, Event Management / Mission Control, ServiceNow, Production Monitoring, Splunk / AppDynamics / ThousandEyes

We are looking for dedicated and proactive Technical Support professionals who can deliver excellent customer service while resolving client queries efficiently. The ideal candidate should have strong troubleshooting skills, good technical understanding, and the ability to communicate effectively with clients.

Candidates with relevant EdTech experience will be highly considered.

Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.

Key Responsibilities:

·        Connect with clients and resolve their queries via calls, remote desktop support, and other communication channels.

·        Address and resolve tickets raised by clients for technical issues to ensure seamless operations.

·        Assist in designing and implementing effective software solutions.

·        Track user tickets and ensure timely resolutions.

·        Coordinate with the development team for any new feature requirements.

Requirements:

·        1–2 years of EdTech preferably school ERP/CRM

·        Excellent communication skills with fluency in English (mandatory)

·        Strong presentation and interpersonal skills.

·        Proficiency in Microsoft Office (Excel, Word, etc.).

·        Strong analytical and problem-solving abilities.

·        ERP certification (e.g., “Data Analyst”) is a plus.

What We Offer

•      Fixed CTC

•      Annual Off site Retreats

•      Rapid career growth with structured training and on-the-job mentorship

•      Opportunity to impact the lives of learners via tech.

•      Monthly Trainings & Skill Development to sharpen product expertise

•      Employee of the Month & Rewards & Recognition Programs

•      Fun inclusive work culture with Recreational Activities like open house events, fun games, celebrations and peer-driven culture