HELPDESK ENGINEER

At JSM Group India, we’re shaping the future of utility and infrastructure networks, delivering next-generation connectivity design solutions that truly matter. As a fast-growing startup backed by a well-established industry leader, JSM Group Services Ltd., we combine agility and innovation with the strength and experience of a trusted brand. Our Design Team plays a pivotal role in creating solutions that enable safe, efficient, and reliable infrastructure across all our projects.

THE TEAM

Join our dynamic IT team and be at the centre of driving technical excellence and user support. This is an exciting opportunity to provide first-class technical assistance across the business while improving internal systems, documentation, and processes.

SCOPE OF ROLE

As a Helpdesk Engineer, you will be the frontline of IT support, managing escalated tickets, training users, and implementing technical solutions that keep the business running smoothly. You'll collaborate with peers, resolve complex issues, and play a key role in improving IT processes and user experience.

HOW YOU’LL SUCCEED

🛠 Technical Support

• Act as the primary point of contact for escalated technical issues

• Provide advanced troubleshooting and timely resolution

• Collaborate with IT peers to resolve complex IT problems

🚀 Process Improvement

• Implement and document best practices to improve helpdesk performance

• Recommend system/process enhancements to increase efficiency and user satisfaction

🎓 User Training & Enablement

• Deliver IT training sessions for internal users

• Create help guides, documentation, and knowledge base articles

📋 Incident Management

• Manage the full incident lifecycle: logging, categorising, prioritising, and resolving issues

• Conduct post-incident reviews and implement preventative actions

WHAT IT TAKES

✅ Experience & Knowledge

• Over 2 years’ experience in a helpdesk or technical support role

• Familiarity with helpdesk platforms (e.g. ServiceNow, FreshService, ManageEngine)

• Good understanding of IT support workflows and incident management

🎓 Qualifications

• Degree or formal training in IT, Computer Science or a related field

• Relevant certifications (e.g. ITIL, CompTIA A+) are highly desirable

💡 Skills & Attributes

• Excellent troubleshooting and problem-solving skills

• Clear communicator with great interpersonal skills

• Organised, calm under pressure, and user-focused

WHAT WE OFFER YOU

We truly value your work, time, and skills! In return, we will offer you a competitive salary and some additional benefits to support your professional growth, including:

• Participation in mentoring and coaching programmes

• 28 days of holiday (excluding bank holidays)

• 2 paid volunteering days a year

• Hybrid working pattern

• Continuous training and dev

Equal Opportunity Statement
JSM Group Services Ltd. is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, and to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behaviour and our business requirements. JSM Group operates a zero-tolerance policy to any form of discrimination, abuse or harassment.