IT Help Desk Support Engineer (L1)

Location: Mumbai, India Experience: Minimum 3 years in IT Help Desk / End User Support Position Type: Full-time, Onsite (Client Office) About the Role We are looking for 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 remote users via Teams/LogMeIn, and ensuring smooth IT operations under defined SLAs. Key Responsibilities Act as the first point of contact for IT-related issues (phone, Teams chat, email, remote support). Provide L1 support including: Password resets, account unlocks. MS Office (Word, Excel, Outlook, PowerPoint) troubleshooting. Printing & scanning issues. VPN setup and basic connectivity support. Email configuration and troubleshooting. Company-specific travel request application support. Accurately log, track, and update incidents in Jira ticketing system. Escalate unresolved issues to the clients internal IT team (L2/L3). Ensure SLA compliance: P1 tickets respond within 5 minutes. P2/P3 tickets respond within 15 minutes. Prepare and share daily and monthly reports on support activity. Maintain strong professional communication with end-users (legal professionals, partners, staff). Adhere to ISO process guidelines and client compliance policies. Required Skills & Qualifications Education: Bachelors degree in IT/Computer Science or equivalent. Experience: Minimum 3 years in IT Help Desk / End User Support. Strong knowledge of: Windows OS (10/11) and common applications. MS Office Suite and Outlook. Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer). VPN & basic networking. Excellent communication skills in English (spoken & written). Customer-oriented with strong problem-solving skills. Ability to work in rotational shifts (7 AM 11 PM). Must be based in or willing to relocate to Mumbai. What We Offer Opportunity to work with a leading organization in a professional environment. Structured career path with exposure to enterprise-level IT service delivery. Supportive team culture with training and growth opportunities. Competitive salary and benefits. Job Types: Full-time, Contractual / Temporary Compensation: 15,000.00 - 35,000.00 per month Work Location: In person .