Walk-in || Helpdesk Support Engineer

Role Overview

IBM is hiring a Helpdesk Executive (L1) to serve as the first point of contact for end-user technical support. The primary responsibilities involve diagnosing, troubleshooting, and resolving first-line IT issues covering operating systems, hardware, user accounts, basic networking, and desktop software.

Key Job Details

• Company: IBM
• Role: Helpdesk Executive / Service Desk Analyst (L1)
  
• Experience Required: 6 months to 3 years
• Monthly Salary: 20,000 to 25,000 per month (approx. 2.4 LPA 3.0 LPA)
• Shift Requirement: Flexible 24x7 rotation / night shifts based on region supported
  

Role & Responsibilities

• Respond to incoming queries via calls, chat, and ticketing portals to resolve first-level IT incidents.
  
• Troubleshoot operating system issues (Windows/Mac/Linux), network connectivity (LAN/Wi-Fi/VPN), and standard desktop applications.
  
• Handle active directory, account provisioning, password resets, and user access management.
• Log, track, and categorize support tickets using ticketing tools (e.g., ServiceNow, Remedy).
  
• Follow SLA timelines, escalate unresolved complex technical issues to L2/L3 support, and route tickets correctly.
  

Preferred Candidate Profile

• Education: Bachelor’s degree, Diploma in IT/CS, or equivalent certification.
  
• Experience: 0.5 to 3 years in voice/non-voice IT service desk or technical support roles.
• Technical Skills: Basic knowledge of networking (TCP/IP, LAN/WAN), browser configurations, hardware concepts, and MS Office / Office 365.
  
• Soft Skills: Strong written and verbal English communication, excellent problem-solving, and customer handling skills.