IT Help Desk Support Engineer (L1)

Zenkins Technologies Pvt Ltd is seeking skilled IT Help Desk Support Engineers with excellent communication skills to provide Level 1 support for a leading organization in Mumbai. The role involves resolving day-to-day IT issues, assisting users via remote tools, and ensuring smooth IT operations under defined SLAs.

• Act as the first point of contact for IT-related issues via phone, Teams chat, email, and remote support
• Provide L1 support including password resets, account unlocks, and MS Office troubleshooting
• Handle printing, scanning, VPN setup, basic connectivity support, and email configuration
• Accurately log, track, and update incidents in Jira ticketing system
• Escalate unresolved issues to the client's internal IT team (L2/L3)
• Ensure SLA compliance for P1, P2, and P3 tickets
• Prepare and share daily and monthly reports on support activity
• Maintain strong professional communication with end-users and adhere to ISO process guidelines

• Bachelors degree in IT/Computer Science or equivalent
• Minimum 3 years in IT Help Desk / End User Support
• Strong knowledge of Windows OS (10/11) and common applications
• Strong knowledge of MS Office Suite and Outlook
• Proficiency with remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer)
• Familiarity with VPN and basic networking
• Excellent communication skills in English (spoken & written)
• Ability to work in rotational shifts (7 AM – 11 PM)