Job
Description
Title: IT Support Specialist - (L1 and L2) Location: Chennai, Madurai, Bengaluru Onsite Key Responsibilities: Provide 24x7 IT Service Desk support via Phone, Chat, Email, Voicemail, and Self-service portals . Log, track, and update incidents, service requests, and problem tickets in the ticketing system (e.g., ServiceNow, BMC Remedy, Jira, Freshdesk, or equivalent ). Perform remote desktop support, user access management, and password resets . Troubleshoot Windows OS-related issues , Microsoft Office, and other productivity software. Assist with Active Directory administration , including domain/exchange account creation. Maintain and update the Service Desk knowledge base and self-help resources. Monitor and escalate known outages and service impacts to relevant teams. Ensure adherence to ITIL framework and best practices for service delivery. Work with cross-functional IT teams to ensure timely resolution of issues. Provide on-call support during off-business hours and weekends as required. Qualifications & Skills: Graduate in any discipline. ITIL certification (mandatory). Experience working with IT ticketing systems (e.g., ServiceNow, BMC Remedy, Jira, Freshdesk ). Strong multitasking skills with attention to detail. Basic understanding of IT service management and helpdesk tools . Preferred Qualifications: Good communication skills with a customer-focused approach. Familiarity with Windows OS (Windows 7, 8, 10) troubleshooting. Experience with Adobe, Microsoft Office, and other software suites . Strong Active Directory administration skills. Excellent troubleshooting and problem-solving abilities . Ability to work in a fast-paced environment and prioritize service requests. Experience working in 24x7 shifts with flexibility for weekend support .
