Helpdesk Engineer

Thomson Reuters

Helpdesk Engineer providing first-line IT support for Thomson Reuters Foundation staff. Troubleshooting devices, accounts, collaboration tools and workplace applications in a hybrid Bengaluru role.

Posted 9/3/2026full-timeBengaluru • 🇮🇳 IndiaJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities, including troubleshooting Windows and macOS devices, managing Microsoft 365 and Google Workspace applications, and effectively communicating technical concepts to non-technical users. Maintains a customer-focused approach while adhering to information security and data protection processes.

Highest-signal resume keywords

Technical SupportWindows And MacOS SupportMicrosoft 365 And Google WorkspaceTicketing Systems ExperienceCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic Computer TroubleshootingActive DirectoryAzure Active DirectoryMFAVPNWi-FiSoftware InstallationPrintingCollaboration Tools SupportKnowledge Base Article Writing

Soft Skills

Attention To DetailCustomer-Focused ApproachPatienceProfessionalismWillingness To Learn

Tools & Technologies

Jira Service ManagementServiceNowPower PlatformLinuxCommand-Line Tools

Certifications & Qualifications

Bachelor's DegreeMaster's Degree

Industry Keywords

IT SupportHelpdeskService DeskIncident ManagementData ProtectionCyber Security

Tech Stack

Tools & technologies

AzureCyber SecurityLinuxMacOSServiceNow

About the role

Key responsibilities & impact

Provide first-line technical support to TRF staff through the ticketing system and approved support channels.
Triage, investigate and resolve common IT issues involving accounts, passwords, MFA, laptops, peripherals, Wi-Fi, VPN, printers, Microsoft 365, Google Workspace and collaboration tools.
Escalate complex incidents and service requests with clear notes, context and troubleshooting steps.
Support onboarding and offboarding, including equipment, access and user guidance.
Maintain accurate records of support requests, resolutions, known issues and follow-up actions.
Create and update user-facing guidance, knowledge articles and internal support notes.
Explain technical issues clearly and patiently to non-technical colleagues.
Follow information security, data protection and access management processes.
Identify recurring issues, process gaps and helpdesk improvement opportunities.

Requirements

What you’ll need

Bachelor's or Master's degree is required.
At least 1-3 years of relevant experience.
Basic computer troubleshooting skills and the ability to work through problems logically.
Experience using and supporting Windows and/or macOS devices.
Familiarity with Microsoft 365 and/or Google Workspace, including Outlook, Teams, OneDrive, SharePoint, Gmail, Google Drive and Google Meet.
Some familiarity with IT support, service desk or ticketing systems, and willingness to follow structured incident and request management processes.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
Good attention to detail, including the ability to keep accurate notes and follow agreed processes.
Basic understanding of passwords, MFA, Wi-Fi, VPN, printing, software installation and account access.
Customer-focused approach, with patience, professionalism and willingness to help colleagues.
Willingness to learn, ask questions and develop technical skills through hands-on support work and guidance.
Relevant work experience, internship experience, customer support experience or demonstrable practical technical experience.
Experience with Jira Service Management, ServiceNow or another ticketing platform.
Basic experience with Active Directory, Azure Active Directory / Microsoft Entra ID, or identity and access management concepts.
Experience supporting enterprise collaboration tools.
Prior helpdesk, IT support, desktop support, internship or customer support experience in a medium-sized or large organisation.
Basic familiarity with Power Platform tools, Linux or command-line tools.
Awareness of cyber security good practice.
Experience writing how-to guides, FAQs or knowledge base articles.

Benefits

Comp & perks

Industry competitive benefits
Market-leading benefits
Access to in-house and external training opportunities
Flexible work environments