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Your Title: IS Help Desk Technician
Job Location: Chennai, India
Our Department: Corporate Information Systems

Do you enjoy helping others and working in a close-knit team environment?

What You Will Do:
You will be responsible for the day-to-day operational activities of Help Desk support covering first
line support for all worldwide Trimble offices. You’ll be responsible for screening, referring,
diagnosing, troubleshooting, and resolving internal inquiries and work requests as they relate to the
maintenance and support of personal computers, basic networking, and software applications. You
will work on troubleshooting, identifying, and resolving problems for PCs, Macs, mobile devices,
software applications and workstation/network communications interfaces.
● Attending telephone support requests from worldwide Trimble employees.
● Monitoring and responding to Trimble internal employee requests for help in the Jira Service
Desk ITSM application.
● Maintenance of diagnostic & user information in the Help Desk database.
● Gather customer information and determine the issue by elevating and analyzing symptoms.
● Follow standard processes, procedures and policies.
● Resolve user problems independently or in conjunction with other Help Desk staff, and when
necessary escalate problems to other IS staff and resources timely and effectively.
● Responsible for Help Desk ticket response and resolution time.
● Fulfills ticket requests by completing the transaction or forwarding the requests.
● Ensure that any faults associated with desktop computers are remedied in the shortest time
possible with the least disruption for the user. This includes system hardware problems,
operating system problems, supported application configurations and basic network
connectivity issues.
● Attend meetings with peers, other IS staff, IS management and business group managers
and employees in support of end users and the corporate IS infrastructure.
● Create knowledge base documents.
● Follow up and make scheduled callbacks with the customer where necessary.
What Behavioral Characteristics You Will Bring
● A customer service focus with solid phone skills and excellent written communications
skills.
● Exemplary attendance and punctuality.
● Customer Service: demonstrate the ability to respond with a high degree of urgency to the
needs & requests of others, internally and externally. Understand the impact of their work on
others.
● Personable and able to deal with a wide range of customers with different skill levels in a
positive and friendly manner.
● Understand safety policies and actively promote safe practices in the workplace.

● Maintain constructive relationships and demonstrate respect for everyone contacted.
● Deal constructively with conflict, focus on the situation, issue or behavior, and not on the
person by diffusing situations before conflicts arise. Resolve conflicts by directly and
actively promoting and gaining cooperation from others.
● Consistently provide ideas, opinions, or information in an articulate, professional way.
● Actively listen to others and demonstrate understanding of other points of view.
● Willingness and ability to adjust to changing conditions or priorities.
● Take the initiative to identify and act on problems and lead by example.
● Consistently make decisions that resolve problems.
● Must have a demonstrated track record of excellent customer service delivery.
● Must have the ability to work successfully with little supervision.
● Update knowledge by participating in educational opportunities.
● Willing to work on shifts including a night shift.
● Position requires use of a Headset / Microphones.
What Skills & Experience You Should Bring
● 1-3 years of experience or fresh graduate in computer science.
● Excellent English language skills, both written and verbal.
● Ability to speak and write clearly and accurately in English.
● Multilingual ability with the European language is a plus.
● Effective listening skills.
● Basic knowledge on computer hardware and its operating systems.
● Basic knowledge on Microsoft office and mail clients.
● Must be able to solve problems by exploring alternatives and selecting the appropriate
solution.
● Certification in Windows / Mac / Linux is an added advantage.
● Basic Networking knowledge.
● Basic Knowledge on electronic equipment, and computer hardware and software, including
applications and programming.
● High level of analytical thinking to solve problems with an understanding of technology and
an ability to ask the right questions and apply solutions to business problems.
● Does well with minimal “hands on” training and can pick up new skills quickly and can “take
the ball and run with it”.
● Ability to multi-task and can handle frequent interruptions.
● Can consistently follow protocol and instructions.
● Can work independently with little management direction.
● Actively looking for ways to help people.
● Touch Type keyboarding skills required.
● Any certification on Operating systems, hardware, or IT process is a plus.

About Your Location:
Trimble Chennai has just opened a new 300,000 square feet state-of-the-art facility that has a
seating capacity of nearly 2,000 staff. The Chennai facility is one of Trimble’s largest R&D centers

outside of the US. The building features an open office design, with a minimum of six feet between
employees’ seating arrangements. The office was designed to provide beautiful, landscaped views
on every floor. It has various facilities such as internet-enabled collaborative spaces, a gym, play
areas, creche, a health food cafe and lobby areas on two floors.

About Our Corporate Information Systems Division:
The Corporate Information Systems team supports Trimble employees' work technology to keep
them productive. Our global team is located across the world to provide fast response times and to
efficiently diagnose issues and personalize our customers’ experience. Our team is cohesive,
supportive, and we are proud of what we do.

Trimble’s Inclusiveness Commitment:
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means
actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our
current success while also moving our desire to improve. We actively seek to add members to our
community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most
importantly that they know they belong, no matter who they are or where they are coming from.

• Install, configure, and troubleshoot desktop computers, laptops, printers, and other IT devices.
• Manage and maintain hardware inventories, performing regular assessments to ensure optimal performance.
• Assist with hardware upgrades, replacements, and repairs. • Install, configure, and support software applications, including operating systems (Windows, macOS), office productivity suites (Microsoft 365, Adobe, etc.), and proprietary software.
• Ensure software updates, patches, and security fixes are applied regularly.
• Provide technical assistance for software-related issues and provide solutions or escalate issues when necessary.
• Respond to user support requests, resolving technical issues via phone, email, and in-person. •
• Provide training and documentation for end users on how to use software and hardware effectively.
• Ensure users have access to the systems, tools, and resources they need to perform their jobs efficiently.
• Troubleshoot and resolve problems related to network connectivity, printers, devices, and user accounts.
• Provide support for M365 applications such as Outlook, Teams, SharePoint, OneDrive, and Exchange.
• Assist in configuring M365 security features, such as multi-factor authentication (MFA) and data loss prevention (DLP).
• Support and troubleshoot local area networks (LAN) and wide area networks (WAN) for internal systems.
• Assist with network configuration, connectivity, and performance monitoring.
• Install, configure, and maintain antivirus software on all endpoints.
• Monitor for malware, viruses, and other threats, responding swiftly to incidents and ensuring system integrity.
• Ensure compliance with organizational security protocols and best practices.

Job Description – Help Desk Support I System Soft Technologies is a leading technology company that provides innovative technical solutions and consulting services to enhance innovation, business value, and competitiveness.

For over 24 years, our focus on becoming a trusted partner to each client has allowed us to become a $230MM+ company with a pool of over 1900 associates who cover the full spectrum of IT expertise.

We are distinguished by our ability to anticipate the unique needs of our clients and deliver a level of quality that far exceeds their expectations.

Why System Soft Technologies?

At System Soft Technologies, we are a family unit powered by diversity, inclusion, transparency, respect, integrity and passion for our clients and our people.

Our business growth depends on your professional development, as we collaborate, share ideas and innovation, and invest in our future.

By forging a meaningful partnership with our people, we come together with the same purpose, exceeding our goals.

This keeps us nimble, ahead of the competition, and on top of our industry.

Our continued success begins with you.

Job Summary: We are looking for a competent Help Desk Support I to provide fast and useful technical assistance on computer systems.

You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities: Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Qualifications: Proven experience as a help desk technician or other customer support role Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in English Excellent communication skills Customer-oriented and cool-tempered BSc/BA in IT, Computer Science or relevant field System Soft Technologies is a proud equal employment opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, sexual orientation, or any other characteristic protected by law.

We are committed to the full inclusion of all qualified individuals.

If you are an individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.

You can request reasonable accommodations by contacting us at

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The ICT Helpdesk Support engineer will be responsible for providing first-line support to all users within the organization, ensuring the resolution of technical issues related to hardware, software, network, and accounts. The role involves assisting users with ticket resolution, troubleshooting IT-related issues, and offering proactive support for a range of technologies including M365, VPNs, mobile device management, email, WiFi and access control systems and other day to day requirements

JOB RESPONSIBILITY:

• Install, configure, and troubleshoot desktop computers, laptops, printers, and other IT devices.

• Manage and maintain hardware inventories, performing regular assessments to ensure optimal performance.

• Assist with hardware upgrades, replacements, and repairs.

• Install, configure, and support software applications, including operating systems (Windows, macOS), office productivity suites (Microsoft 365, Adobe, etc.), and proprietary software.

• Ensure software updates, patches, and security fixes are applied regularly.

• Provide technical assistance for software-related issues and provide solutions or escalate issues when necessary.

• Respond to user support requests, resolving technical issues via phone, email, and in-person.

• Provide training and documentation for end users on how to use software and hardware effectively.

• Ensure users have access to the systems, tools, and resources they need to perform their jobs efficiently.

• Troubleshoot and resolve problems related to network connectivity, printers, devices, and user accounts.

• Provide support for M365 applications such as Outlook, Teams, SharePoint, OneDrive, and Exchange.

• Assist in configuring M365 security features, such as multi-factor authentication (MFA) and data loss prevention (DLP).

• Support and troubleshoot local area networks (LAN) and wide area networks (WAN) for internal systems.

• Assist with network configuration, connectivity, and performance monitoring.

• Install, configure, and maintain antivirus software on all endpoints.

• Monitor for malware, viruses, and other threats, responding swiftly to incidents and ensuring system integrity.

• Ensure compliance with organizational security protocols and best practices.

• Maintain records of IT incidents, problems, and resolutions.

• Document all system configurations, installations, and upgrades.

TECHNICAL/FUNCTIONAL SKILLS REQUIRED:

• Proven experience in IT support, preferably in a similar role.

• Strong knowledge of hardware troubleshooting, operating systems, and software support.

• Experience with Microsoft 365 suite (Exchange, Teams, SharePoint, OneDrive).

• Familiarity with LAN/WAN network setup, troubleshooting, and configuration.

• Understanding of security principles, including antivirus software, firewalls, and access control systems.

• Familiarity with compliance requirements such as ISO, PCI, GDPR or similar regulations.

SOFT SKILLS REQUIRED:

• Good analytical skills and communication skills. Ability to identify the problems and find creative solution within in the timeline.

• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.

• Effective hardware and software problem solving abilities

• Display empathy and positive regard for others in written, verbal and non-verbal Communications.

• Work effectively with colleagues by practicing punctuality, respect for deadlines, collaborative problem solving, and honest communication.

• Build trusting relationships by acting with integrity, courtesy, and responsibility, even in the face of stress or demanding workplace conditions.