Job
Description
Key Responsibilities • Provide exceptional remote technical support to international customers via phone and other communication channels. • Troubleshoot and resolve issues related to Desktop PCs, Laptops, and end-user computing. • Assist users with application issues, utilizing remote sharing tools as needed. • Perform basic networking troubleshooting, including understanding TCP/IP, PING, IPCONFIG, and MAC addresses. • Manage Active Directory tasks such as password resets, account unlocks, account updates, and performing cessations. • Troubleshoot Microsoft Outlook and provide support for Microsoft O365 and Exchangerelated issues. • Utilize ITSM tools, specifically ServiceNow, for ticket management and tracking. • Maintain a high level of integrity and customer sensitivity in all interactions. • Prioritize tasks effectively and balance work with personal life. • Contribute to root cause analysis and demonstrate good reporting and presentation skills (desired). • Be a proactive, technology-savvy, and adaptable team player. Required Skills & Experience • Experience: Minimum 1-4 years of experience as a Service Desk Agent, End User Computing (EUC) Agent, or L1 Engineer. • Communication: Excellent verbal and written communication skills with a neutral accent. Prior exposure to working with international customers over the phone is preferred. • Technical Proficiency: o Working knowledge of ITSM Tools (ServiceNow preferred). o Strong knowledge of Desktop PC/Laptop troubleshooting. Understanding of TCP/IP, networking basics, and end-user computing. o Proficiency with technical terms like IP address, PING command, IPCONFIG, Mac address. o Hands-on experience with Active Directory (password resets, account unlocks, updates, cessations). o Expertise in Outlook troubleshooting and knowledge of Microsoft O365 and Exchange. • Documentation: Ability to provide proper relieving and experience letters from previous organizations. Justification/supporting documents required for any employment gaps. Qualifications • Full-time Bachelors Degree. Desired Additional Qualifications & Skills • ITIL V3 / ITIL 4 Certification. • Azure certification. • MCP/MCSE Certified. Personality & Attitude • Excellent understanding of customer service and a strong work ethic. • Customer-sensitive with a positive attitude. • Good in prioritization and maintains a high level of integrity. • Good reporting, root cause analysis, and presentation skills (desired). • Technology savvy and proactive with good aptitude levels. • Adaptable to team dynamics and a strong team player
