Job Description

Job Description

This is a remote position.

Job Title: Frontend Helpdesk Engineer (Night Shift) - EST to PST

Location: India (Remote)

Shift: Night Shift

Experience: 2–4 Years

Employment Type: Full-Time


Role Summary

We are looking for a Frontend Helpdesk Engineer to support our Service Desk operations during night shift hours. The role involves acting as the first point of contact for end users, handling incoming calls and support tickets, performing initial troubleshooting, and escalating issues to L2/L3 teams when required. The ideal candidate should be customer-focused, technically sound, and capable of working independently in a 24×7 support environment.


Key Responsibilities

  • Act as the first-level support for end users via calls, emails, and ticketing systems
  • Log, track, prioritize, and resolve incidents and service requests
  • Perform initial troubleshooting for hardware, software, and connectivity issues
  • Provide frontend support for desktops, laptops, printers, and peripherals
  • Handle password resets, account unlocks, and basic user management activities
  • Support Office 365 and Google Workspace-related issues
  • Identify issues requiring escalation and coordinate with L2/L3 teams
  • Ensure adherence to SLAs and maintain high customer satisfaction
  • Document solutions, troubleshooting steps, and user interactions accurately
  • Work independently and manage responsibilities effectively during night shifts


Requirements

Experience

  • 2–4 years of experience in IT Helpdesk / Service Desk roles
  • Prior experience in MSP or 24×7 support environments is preferred

Technical Skills

  • Strong knowledge of Windows and macOS troubleshooting
  • Basic troubleshooting of hardware, software, printers, and peripherals
  • Working knowledge of Active Directory / Azure AD
    • Password resets
    • User account unlocks
    • Group membership management
  • Basic experience with Office 365 and Google Workspace support
  • Familiarity with VPN, MFA, and endpoint security tools
  • Experience with ticketing tools such as Zoho Desk, Jira, or similar platforms



Requirements
Qualifications: Education: Bachelor's degree in Computer Science, Information Technology, or a related field. ITIL certification is highly desirable. Experience: Minimum of 2 years of experience in service delivery management within the IT networking infrastructure and managed services industry. Proven experience in managing client relationships and leading service delivery teams. Skills: Strong understanding of IT networking infrastructure and managed services. Excellent communication and interpersonal skills. Strong leadership and team management abilities. Project management skills, with the ability to manage multiple projects simultaneously. Problem-solving skills and the ability to work under pressure. Proficiency in using service management tools and software. Working Conditions: Office environment with occasional travel to client sites. Availability to work outside regular business hours as needed.

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