Position: IT Helpdesk Engineer

Location: [Trivandrum, Kochi]
Experience: [2 to 3 Years]
Shift: Rotational shifts (including weekends as per published roster)
Employment Type: Full-Time
Language: Fluent in English (written & spoken)

Role Overview:

We are seeking a dedicated and proactive IT Helpdesk Engineer to join our support team. The role involves providing first-line technical support to UST associates, primarily over phone, email, chat, and web console. You will be part of a global team supporting IT systems and services, ensuring issues are resolved efficiently while maintaining high customer satisfaction.

This position is ideal for someone with strong troubleshooting skills, excellent communication, and a professional, customer-focused mindset.

Key Responsibilities:

Provide technical support to end users via telephone, email, chat, and web console. Deliver outstanding customer service and set clear expectations aligned with service-level agreements (SLAs). Log, track, and manage all support tickets to meet Target Response and Resolution Times. Work in rotational shifts, including weekends as per the published roster. Take ownership of customer issues, ensuring end-to-end resolution and escalating when necessary. Meet or exceed performance metrics related to responsiveness and resolution. Demonstrate proficiency in Microsoft Office Suite (Word, Excel, Project). Stay updated with current technologies and pursue continuing education relevant to the role.

Skills & Attributes:

Strong knowledge of Internet technologies, common application protocols, and connectivity troubleshooting. Excellent customer service and communication skills. Hands-on experience with Windows operating systems. Knowledge of UNIX/Linux systems is a plus. Familiarity with ServiceNow or other ticketing systems. Ability to prioritize tasks, handle workloads efficiently, and work well under pressure. Flexible, self-motivated, and detail-oriented with strong organizational skills. A proactive attitude, initiative-driven, and capable of working independently. Strong sense of ownership and responsibility for assigned tasks. Clear, methodical, and precise approach to issue resolution and documentation.

Candidate Profile:

We’re looking for someone who is:

Friendly, professional, and dependable Willing to learn and grow within the role Committed to delivering exceptional support service Able to thrive in a fast-paced, team-oriented environment