Helpdesk Engineer - IT Infrastructure Support

Bloom Electronics is seeking a dedicated Helpdesk Engineer to join our IT Infrastructure team. This role is crucial for providing comprehensive technical support and maintenance for our organization's IT infrastructure. You will be responsible for ensuring the seamless operation of all IT systems, including hardware, software, networks, and servers, while providing essential support to end-users facing infrastructure-related challenges.

Key Responsibilities

IT Support & Incident Resolution

• Act as the primary point of contact for resolving IT infrastructure issues.
• Respond promptly to helpdesk tickets, calls, emails, and chats related to IT infrastructure.
• Assist users in troubleshooting hardware and software problems across desktops, laptops, printers, and mobile devices.
• Provide clear guidance on IT policies, procedures, and best practices to end-users.
• Diagnose and resolve network connectivity issues, slow performance, and outages.
• Troubleshoot hardware failures, replace faulty components, and escalate complex issues as needed.
• Identify and resolve operating system and application-related errors on end-user devices.
• Log all incidents and service requests accurately in the helpdesk system, ensuring detailed documentation.
• Prioritize and resolve incidents based on impact and urgency, strictly adhering to Service Level Agreements (SLAs).
• Escalate unresolved issues to higher-level engineers or external vendors when necessary.

IT Infrastructure Maintenance & Monitoring

• Monitor and maintain the overall health and performance of IT infrastructure, including servers, networks, storage devices, and cloud environments.
• Perform routine system checks, manage backups, and apply necessary updates to ensure optimal system uptime and reliability.
• Ensure the proper functioning of all network components, such as routers, switches, firewalls, and wireless access points.
• Configure, troubleshoot, and maintain network connectivity for all users and devices.
• Ensure proper functioning of VPNs for remote employees.
• Support IP address management, DHCP, and DNS services.

Security & Compliance

• Implement and maintain essential security measures, including antivirus updates, patch management, and firewall configurations.
• Monitor systems for potential security threats and respond effectively to alerts or breaches.
• Assist with user account management, including password resets and access provisioning, while strictly following security protocols.

Backup, Disaster Recovery & Documentation

• Perform regular backups of critical data and systems to prevent data loss.
• Support disaster recovery efforts by ensuring infrastructure readiness and participating in recovery drills.
• Maintain accurate records of incidents, resolutions, and asset inventory.
• Create and update technical documentation, including troubleshooting guides and network diagrams.
• Prepare reports on key metrics such as ticket resolution rates, system uptime, and overall performance.

System Deployment & Collaboration

• Assist with the installation and configuration of new hardware, software, and system updates.
• Support the deployment of IT infrastructure projects, such as system migrations or upgrades.
• Ensure proper testing and compatibility of all deployed systems.
• Collaborate effectively with other IT teams, including system administrators, network engineers, and vendors, to resolve complex infrastructure issues.
• Coordinate with management to identify and address recurring problems or areas for process improvement.

Required Skills

• Technical Expertise: Strong proficiency in IT infrastructure components, including servers, networks, operating systems (Windows, Linux), and common applications.
• Troubleshooting Skills: Proven ability to diagnose, troubleshoot, and resolve technical issues efficiently and effectively.
• Communication Skills: Excellent verbal and written communication skills for clear and professional interaction with users and team members.
• Customer Service Orientation: Patience, empathy, and a dedication to providing excellent support to users.
• Time Management: Ability to prioritize tasks, manage workload, and meet service level objectives and deadlines.
• Familiarity with ITSM Tools: Experience with helpdesk ticketing systems (e.g., ServiceNow, Zendesk), remote support tools, and system monitoring software.

This is a fantastic opportunity to contribute to a growing electronics company and play a vital role in maintaining a robust IT infrastructure across our Chennai, Mumbai, and Kandla locations.