It support specialist (l3)

GG IT Services · Kolkata metropolitan area, India

We are looking for a proactive and customer-focused IT Desktop Support Engineer to support our corporate staff with their day-to-day IT needs. You will be the first point of contact for end-user technical issues and will own the IT side of employee onboarding and offboarding. This is a hands-on role ideal for someone early in their IT career who wants a clear path to grow into a specialised engineering role.

Excellent English communication — both spoken and written — is mandatory for this role, as you will interact directly with corporate users every day. This role works an early shift, 4:00 AM to 1:00 PM IST.

Key Responsibilities

•    End-User / Desktop Support: Act as the first point of contact for corporate staff, resolving day-to-day IT issues across laptops, desktops, peripherals, and standard software.

•    Ticket Management: Log, track, prioritise, and resolve support tickets within agreed SLAs; escalate complex issues to senior engineers and follow through to closure.

•    Onboarding & Offboarding: Own the IT side of joiner/mover/leaver (onboarding & offboarding) tickets — set up accounts, devices, and access so new hires are ready on day one, and securely revoke access and recover hardware when employees exit.

•    Accounts & Access: Handle basic user provisioning, password resets, and permissions in Microsoft 365 and Active Directory (under guidance).

•    Software & Devices: Install, configure, and update Windows/mac OS systems and standard corporate applications; support email, printers, and collaboration tools.

•    Basic Networking: Troubleshoot basic office Wi-Fi, VPN, and connectivity issues.

•    Asset Support: Help maintain an accurate inventory of IT assets, licenses, and warranties.

•    Documentation: Keep tickets updated clearly and contribute to internal how-to guides and knowledge base articles.

Requirements & Qualifications

•    Communication (mandatory): Excellent verbal and written English is a must — you must be able to explain technical issues clearly and patiently to non-technical users.

•    Experience: 3–6 years in desktop support, IT helpdesk, or end-user support.

•    Hardware/Software: Hands-on troubleshooting of Windows and/or mac OS and common corporate applications (MS Office / Microsoft 365).

•    Cloud/Directory: Basic familiarity with Microsoft 365 and Active Directory user administration.

•    Networking: Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).

•    Attitude: Customer-service mindset, patience, and strong problem-solving skills.

•    Team Player (mandatory): A genuine team player who collaborates well, shares knowledge, and supports teammates to get the job done.

•    Shift: Willing and able to work the early morning shift (4:00 AM – 1:00 PM IST).

Certifications (preferred, not mandatory)

•    Comp TIA A+

•    Microsoft 365 Fundamentals

•    ITIL Foundation / CCNA (foundational)

Career Growth Path

This is a role with a clear future. After 2–3 years of strong performance — and on completion of a defined professional certification path — you will have the opportunity to be promoted into a specialised role such as System Administrator, Network Engineer, Cyber Security Engineer, or another position aligned with your strengths and interests.

What GG Offers

•    Training Budget: A dedicated training budget to help you upskill and grow in your career.

•    Paid Certifications: Professional certifications fully funded by Galaxy Guard.

•    Mentoring: One-on-one mentoring from experienced, veteran engineers.

•    Clear Promotion Path: A structured certification path with a promotion on successful completion.

•    Project Exposure: Placement on live project work to build hands-on, real-world experience.

•    Team Culture: A collaborative, supportive team environment where people help each other succeed.