The IT Helpdesk Engineer Level 1 is responsible for providing first-line technical support to internal users, Onsite support, resolving incidents and service requests, and ensuring a high level of customer service. The role involves troubleshooting hardware, software, and Microsoft 365-related issues while supporting IT operations and projects.
Key Responsibilities
Manage incidents and service requests through the ticketing system.
Respond to user queries via phone, email, and ticketing tool.
Troubleshoot Windows OS, Microsoft Office, Outlook, Teams, and O365 issues etc
Support Active Directory account administration – Group creation, user management
Assist with MFA, password resets, and account lockouts.
Provide Azure AD / Intune Level 1 support.
Diagnose hardware issues on laptops, docking stations, printers, and peripherals.
Perform hardware diagnostics and basic repairs.
Install, configure, and maintain IT equipment.
Build, image, and deploy new devices.
Manage IT inventory and asset records.
Coordinate hardware warranty and OEM support calls.
Support disaster recovery testing and related floor activities.
Maintain and contribute to knowledge base documentation.
Required Skills
Microsoft 365 Administration
AD, Intune & Azure support
VDI Support
Windows 11 Troubleshooting
Hardware Troubleshooting
Basic Networking Troubleshooting
Excellent Customer Service Skills
Soft Skills
Excellent verbal and written communication.
Strong customer service orientation.
Good problem-solving and analytical skills.
Ability to work under pressure and manage priorities.
Team player with a willingness to learn and grow.
Experience
Minimum 3-4 years of experience in a Helpdesk environment.
Experience supporting Microsoft technologies, Active Directory, Office 365, and end-user devices.
Experience with ticketing systems and SLA-driven support environments.
Qualifications
Degree/Diploma in Information Technology, Computer Science, or equivalent experience.
ITIL Certification preferred.
Microsoft Certifications are advantageous.
Please include the following details in while applying.
• Current Location in Mumbai (e.g., Dadar, Vikhroli, Kalyan, Mira Road, etc.)
• Current Fixed Compensation (excluding variable bonus)
• Notice Period
Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years’ experience and a comprehensive range of specialist services to its name, Waystone helps our clients structure, operate and grow through our expertise, innovation and digitisation, backed by the operational scale to support global expansion.
