We are looking for a proactive and customer-focused IT Help Desk Engineer to provide first-level technical support to global clients. The candidate should have hands-on experience in an IT help desk or technical support environment and be comfortable working in a 24/7 support process.Key ResponsibilitiesProvide Level 1 technical support to users across global locations.Diagnose and troubleshoot Windows OS-related issues (Windows 10/11).Handle basic network troubleshooting (LAN/WAN, VPN, DNS, DHCP, IP configuration).Manage user accounts in Active Directory (AD):User creation and deletionPassword resetsGroup policy updatesAccount lock/unlockManage incidents and service requests using a ticketing tool (ServiceNow, Jira, Freshservice, etc.).Escalate complex issues to Level 2/3 support teams when required.Maintain proper documentation of incidents, resolutions, and SOPs.Ensure SLA adherence and timely resolution of tickets.Provide remote support using standard remote access tools.Required Skills & Technical CompetenciesExperience in Technical Support or IT Help Desk Support (1–3 years preferred).Strong knowledge of:Windows OS troubleshootingBasic networking concepts (TCP/IP, DNS, DHCP)Active Directory user managementExperience working with ticketing systems.Understanding of Microsoft 365 / Google Workspace is an added advantage.Basic knowledge of hardware troubleshooting (laptops, desktops, printers).Good verbal and written communication skills.Soft SkillsStrong problem-solving ability.Customer-oriented mindset.Ability to work under pressure in a 24/7 rotational environment.Good time management and multitasking skills.Eligibility CriteriaDiploma / Bachelor’s Degree in Computer Science, IT, or related field.Willingness to work in rotational shifts (including night shifts).Experience supporting global clients is an added advantage.