Role Description PLEASE NOTE: THIS IS A FULLY REMOTE NIGHT SHIFT POSITION. WE’RE HIRING FOR AN IT DESKTOP SUPPORT ENGINEER IN NAVI MUMBAI, INDIA (REMOTE). Excis is a global IT support leader, driven by innovation and collaboration. We’re looking for a proactive IT Helpdesk Technician to deliver exceptional first-line technical support to our internal users and clients. The ideal candidate is proactive, technically sharp, and able to provide a world-class customer experience while resolving issues efficiently and accurately. This role is perfect for someone who can handle a fast-paced environment, communicates clearly, and takes ownership of resolving everyday technical challenges. - Client in 190+ countries - 6000+ Engineers - 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us! What You’ll Do: - Serve as the first point of contact for IT incidents and service requests via phone, ticketing system, email, or chat; troubleshoot and resolve L1 issues including: - Windows/macOS login - VPN/remote access - Password resets/MFA - Printer/peripheral issues - Basic network troubleshooting - Office 365/Google Workspace support - Application installation/configuration - Account requests - Manage ticketing system by creating, updating, and closing tickets with accurate notes and resolution steps; prioritize tasks based on SLAs and severity; ensure high first-call resolution rates; escalate complex issues to L2/L3 teams with full documentation. - Communicate clearly and empathetically with users; provide professional, timely updates; take ownership of issues until full resolution; maintain knowledge base articles for recurring problems. - Assist with user onboarding/offboarding including account setup and equipment preparation; support basic endpoint security tasks such as antivirus checks and patching confirmation; follow ITIL processes for incident, request, and escalation management. - Monitor security alerts; escalate and coordinate with higher levels as needed; promote proactive problem prevention; maintain documentation and standards for incident management. Qualifications - 2+ years of IT helpdesk or technical support experience (preferred) - Solid understanding of Windows 10/11 - Basic macOS troubleshooting - Active Directory (password resets, account unlocks) - Office 365 admin basics - VPN/remote desktop technologies Requirements - Strong diagnostic and problem-solving skills. - Excellent English communication skills (written and verbal). - Time-management skills to handle multiple tasks. - Customer-centric mindset and positive, solution-oriented attitude. - Experience using ticketing systems (Jira, Zendesk, Freshservice, ServiceNow). - Familiarity with ITIL foundations. - Basic networking knowledge (DNS, DHCP, IP addressing). - Experience with cloud platforms (Azure, Google Workspace, AWS basic support). Benefits - Supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. - Competitive compensation. - Opportunity to contribute to a global IT leader that values innovation and excellence with offices in over 50 countries. - Clear performance expectations provide a defined growth path toward L2 support roles and beyond. - Comprehensive training and certification support covers CompTIA A+, ITIL foundations, and Microsoft credentials in a collaborative team setting. - Opportunities to work with modern tools, enterprise technologies, and cloud platforms like Azure and AWS.