IT Helpdesk Engineer

Protaxhelp Pvt Ltd seeks a skilled IT Helpdesk Engineer with at least two years of experience in providing Level 1 technical support within a professional business environment. The ideal candidate demonstrates strong expertise in Windows 10 and Windows 11 installation, configuration, and troubleshooting, along with practical knowledge of Microsoft 365 applications such as Outlook, Teams, OneDrive, SharePoint, Word, and Excel. This role requires proficiency in Active Directory or Microsoft Entra ID management, including password resets, account lockouts, multi-factor authentication, and access permission settings. Attention to detail and the ability to explain technical information clearly and patiently to non-technical users are essential in delivering high-quality customer service. The IT Helpdesk Engineer is responsible for troubleshooting a wide range of hardware and software issues, encompassing desktops, laptops, printers, scanners, peripheral devices, and network connectivity. Candidates must be familiar with TCP/IP, DNS, DHCP, Wi-Fi, LANs, VPNs, and remote desktop services. Excellent communication and documentation skills ensure accurate incident management and adherence to technical, access control, escalation, and information security protocols. The position involves working independently during assigned shifts and utilizing helpdesk ticketing and remote support tools to resolve issues efficiently, thereby contributing to the smooth operation of IT systems at Protaxhelp Pvt Ltd.
Responsibilities

Provide level 1 technical support and troubleshooting for hardware, software, and network issues encountered by end-users.
Install, configure, maintain, and troubleshoot Windows 10 and Windows 11 operating systems on desktops and laptops.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, and Excel.
Manage and maintain user accounts, password resets, account lockouts, multi-factor authentication, group memberships, and access permissions using Active Directory or Microsoft Entra ID.
Respond promptly to incidents and service requests submitted through the helpdesk ticket-management platform, ensuring timely resolution and documentation.
Assist users with software installation, upgrades, and problem resolution on desktop and laptop machines.
Monitor and support network connectivity issues including troubleshooting TCP/IP, DNS, DHCP, Wi-Fi, LANs, and VPN connections.
Utilize remote desktop support tools to diagnose and resolve technical problems for users working onsite or remotely.
Perform routine hardware maintenance including monitors, printers, scanners, and peripheral devices to minimize downtime.
Maintain accurate asset and inventory records for IT equipment and software licenses.
Follow established security protocols and confidentially handle sensitive information in accordance with company policies.
Create and update technical documentation and user guides to improve helpdesk processes and user support efficiency.
Communicate effectively with users to clearly explain technical issues and guide them through problem-solving steps.
Escalate complex technical problems to higher-level IT staff when necessary, ensuring proper tracking and follow-up.
Work independently during assigned shifts, managing workload and prioritizing tasks to meet service level agreements.
Stay up to date on emerging IT trends and best practices to continually enhance support capabilities.