Help Desk Engineer

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Weekday (YC W21)

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

☁️ SaaS

🎯 Recruiter

Human Resources • SaaS • Recruitment

Weekday is a modern recruitment platform that combines AI technologies with a vast database of potential candidates, aiming to streamline the hiring process for companies in India. They offer various services, including a proactive outreach approach that helps employers connect with top talent, as well as tools for candidates to easily apply for jobs. Weekday's emphasis on candidate engagement through multiple channels, including email, WhatsApp, and phone calls, sets it apart in the competitive landscape of recruitment agencies.

📋 Description

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems. • Provide prompt and effective help desk support by diagnosing and resolving hardware, software, operating system, and network-related issues. • Log, prioritize, track, and update incidents and service requests using IT service management (ITSM) tools. • Install, configure, and maintain desktops, laptops, printers, scanners, and other IT peripherals. • Troubleshoot issues related to Windows operating systems, Microsoft Office applications, email clients, and business software. • Assist users with password resets, account management, access permissions, and basic security-related requests. • Perform system installations, software upgrades, and routine maintenance activities. • Escalate unresolved technical issues to higher-level support teams while maintaining ownership until resolution. • Create and maintain technical documentation, troubleshooting guides, and knowledge base articles. • Monitor recurring issues and recommend process improvements to enhance support efficiency. • Support onboarding and offboarding activities, including device setup and user account provisioning. • Ensure adherence to IT policies, security standards, and service level agreements (SLAs).

🎯 Requirements

• Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related discipline. • 2–5 years of professional experience in IT Help Desk, Service Desk, Desktop Support, or Technical Support roles. • Proven experience delivering high-quality help desk support in a corporate or enterprise environment. • Strong understanding of Windows operating systems, Microsoft Office Suite, Outlook, and desktop troubleshooting. • Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms. • Familiarity with Active Directory, user account administration, and basic networking concepts including TCP/IP, DNS, DHCP, and VPN. • Knowledge of hardware diagnostics and troubleshooting for desktops, laptops, printers, and peripheral devices. • Excellent analytical and problem-solving skills with the ability to resolve issues efficiently. • Strong verbal and written communication skills with a customer-first approach. • Ability to prioritize multiple support requests while maintaining service quality.