Job Type: Contract
Work Mode: Onsite (Client)
Role - L1 Helpdesk Engineer
Responsibilities:
First point of contact for IT issues (desktop, VPN, MFA login, Citrix launch).
Handle L1 tickets in ServiceNow: password resets, printer/peripheral support, software installs.
Guide users through GlobalProtect VPN login and MFA troubleshooting.
Escalate unresolved issues to L2/L3 teams.
Provide bilingual support (Hindi/English; Gujarati desirable in Ahmedabad).
Document resolutions and contribute to knowledge base.
Qualifications:
3–5 years of IT support experience.
Familiarity with Windows 10/11, VPN clients, and MFA platforms (Okta preferred).
Strong communication skills, customer service orientation.