Description
Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).
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Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
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Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
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Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.
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Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.
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Ensure all service level agreements (SLAs) are met and documented appropriately.
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Participate in documentation of technical processes, FAQs, and knowledge base articles.
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Support IT asset management and inventory processes.
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Provide remote and in-person support as needed.
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Participate in on-call rotation or extended hours support, if required.
Qualifications
Bachelor's degree required. Preferred in Information Technology or a related field.
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Minimum of 3 years of experience in an IT Service Desk or technical support role.
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Proficient in using ServiceNow for ticketing and ITSM processes.
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Strong knowledge of Windows OS, Office 365, and common laptops and user applications.
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Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
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Experience with Active Directory and basic user management tasks.
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Excellent verbal and written communication skills.
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Strong customer service orientation and troubleshooting abilities.
Preferred
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ITIL Foundation certification.
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Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams)
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Familiarity with Mac OS and Conference room equipments.
Working Conditions
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Ability to work in rotational shift for 24x7 support to users across the globe.
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Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery.
This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.
Job
Information Technology
Primary Location
India-Karnataka-Bengaluru
Schedule:
Full-time
Travel:
No
Req ID:
261303
Job Hire Type
Experienced Not Applicable #BMI N/A
