Technical Support Help Desk

rekha.srikumar@locuz.com.

Responsibilities

• Provide on-call, chat, and email support to employees across global locations (primarily US).
• Handle inbound calls, manage emails, tickets, and chat-based queries simultaneously.
• Perform incident logging, categorization, prioritization, assignment, coordination, and communication.
• Troubleshoot issues related to:
• Microsoft Outlook
• Applications such as ION, ActiveXperts, WhatsUp Gold/Nagios, Commvault/Veeam Backup Tools
• VPN, Network, Digital ID, Voicemail, BitLocker
• Act as the primary point of contact for Active Directory (AD) issues including password resets and access management.
• Assign user complaints to relevant resolver teams and update details in the helpdesk tool.
• Maintain customer support documentation (Call Feedback Reports, Installation Reports, etc.) and ensure timely filing.
• Provide 1st line support and troubleshooting for desktops, laptops, printers, and in-house applications.
• Ensure all incidents and service requests are managed efficiently in line with ITIL principles.
• Coordinate with application and infrastructure support teams for issue resolution.
• Handle high-priority incident communication and notifications.
• Manage and create Network Drives and Shared Folder Access.
• Perform browser, wireless, and OS-level troubleshooting.

Required Qualifications

• Technical educational background (Diploma/Graduate in IT or related field).

Required Skills

• Strong communication and customer-handling skills.
• Proficient in Excel and data handling.
• Basic knowledge of troubleshooting hardware/software issues.
• Good understanding of internet concepts and MS Office applications.
• Experience working with ITSM tools
• Ability to work in a 24/7 rotational environment.