{"id":2421732,"url":"https://alion.io/job/prestige-group-system-engineer-it-support","title":"System Engineer - IT Support","company":{"id":1587253,"name":"Prestige Group","domain":"prestige-group.ca","url":"https://alion.io/company/prestige-group","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"DevOps","role_family":"DevOps","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-13T04:21:23Z","employer_posted_date":null,"last_verified_at":"2026-10-13T04:21:23Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nWe are seeking a customer-focused and proactive Helpdesk Executive to provide first-level IT support to end-users. The role will receive, record, classify, troubleshoot, and resolve IT issues based on service desk tickets. The executive will ensure timely updates, accurate documentation, and appropriate escalation of unresolved incidents to the relevant support teams or vendors.\nKey Responsibilities\nReceive and manage IT incidents and service requests through the ticketing system.\nProvide first-level support for desktops, laptops, printers, scanners, operating systems, standard business applications, email, Microsoft 365, network connectivity, and basic access issues.\nLog complete and accurate ticket details, including the user issue, troubleshooting performed, resolution, status, and closure notes.\nClassify, prioritize, and assign tickets based on impact, urgency, category, and agreed service levels.\nInstallation of Laptops/Desktops as per standard operating procedure. \nTroubleshoot common hardware, software, peripheral, login, password, email, OneDrive, VPN, Wi-Fi, and LAN connectivity issues.\nGuide users through basic troubleshooting by phone, remote support tools, email, or in-person assistance.\nResolve tickets within defined service levels and keep users informed until closure.\nEscalate unresolved or complex issues to Level 2 support, infrastructure, application, security, OEM, or vendor teams with complete diagnostic information.\nFollow up on escalated tickets and coordinate with internal teams or vendors until resolution.\nSupport user onboarding and offboarding activities such as device readiness, standard software installation, account checks, and asset handover coordination.\nMaintain IT asset records and assist with inventory verification for laptops, desktops, accessories, and peripherals.\nCreate and update knowledge base articles, troubleshooting guides, and frequently asked questions.\nIdentify recurring incidents and highlight trends or potential problems to the IT team.\nFollow information security, data protection, access control, and IT support procedures.\nMaintain professional communication and deliver a positive user support experience.\nQualifications\nBachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related field.\n1-3 years of experience in an IT helpdesk, service desk, desktop support, or technical support role.\nWorking knowledge of Windows desktop operating systems, Microsoft 365 applications, basic networking, hardware, and peripheral troubleshooting.\nFamiliarity with IT service management processes and ticketing tools is preferred.\nRelevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft fundamentals are an advantage.\nSkills\nGood troubleshooting and problem-solving ability.\nClear verbal and written communication skills.\nCustomer-service orientation with patience and professionalism.\nAbility to prioritize multiple tickets and work within service-level targets.\nAbility to document technical issues and resolutions clearly.\nBasic understanding of incident management, request fulfilment, escalation, and ticket closure practices.\nAbility to work independently and collaborate with other IT support teams.\nWillingness to work in rotational shifts or provide after-hours support when required.","description_format":"text","description_chars":3333,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T05:11:51Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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