Help Desk Engineer (must be based in Mumbai India)

3 Month Initial Contract, 40 Hours per Week. The Level 1 Helpdesk Technician serves as the first point of contact for end-user technical support across a managed services client environment based in Mumbai. This role is critical to delivering a consistent, high-quality service experience, handling inbound requests, resolving foundational issues, and ensuring smooth escalation when required. The ideal candidate is organized, client-focused, and performs well in a fast-paced ticketing environment. Key Responsibilities FIRST-CONTACT SUPPORT & TICKET MANAGEMENT • Receive and respond to inbound support requests via phone, email, chat, and ticketing portal within defined SLA windows • Log all interactions with accurate, complete documentation in the PSA/ticketing system • Maintain ticket hygiene, including proper categorization, priority assignment, and status updates throughout the lifecycle Confidential | Internal Document 2 TRIAGE & TECHNICAL TROUBLESHOOTING • Diagnose and resolve Tier 1 issues including Windows 10/11 and macOS configuration, password resets, MFA setup and lockouts, Microsoft 365 and Google Workspace support, and basic network connectivity • Support VPN client installation and connectivity troubleshooting (experience with common enterprise VPN clients preferred) • Perform guided remote support sessions using RMM tooling, specifically Datto RMM, but experience with other solutions is also acceptable (e.g., ConnectWise Automate) HARDWARE & ENDPOINT PROVISIONING • Assist with workstation deployment: laptops, monitors, docking stations, and peripherals • Support basic imaging, enrollment, and configuration tasks under direction of senior technicians • Coordinate hardware logistics and asset tagging in accordance with client inventory procedures IDENTITY & USER LIFECYCLE MANAGEMENT • Execute standard Active Directory and cloud identity tasks: user account creation, group membership changes, role assignments, and offboarding/account disabling • Support JumpCloud, Azure AD, or Entra ID environments where applicable ESCALATION & COLLABORATION • Document all troubleshooting steps clearly before escalating to L2/L3 • Route unresolved issues with full context to the appropriate senior tier or engineer • Participate in standup communications with the service delivery team CLIENT COMMUNICATION • Maintain a professional, empathetic tone in all client interactions • Translate technical issues into plain-language updates for non-technical end users • Follow Defensible's communication standards for ticketing and client-facing correspondence