Description & Qualifications

Description

Primary/Essential Duties and Key Responsibilities:

Technical troubleshooting & Support: Coordinate and/or perform fixes over the Phone/Chat/ IT Tech Bar or any other introduced channels.

Diagnose/troubleshoot issues and assist colleagues, ensuring they are dealt with in a pleasant, professional, and timely manner.

Relationship Management: Maintain working relationships with all IT & business resources, act as the first point of contact for all IT-related issues.

Documentation: Ensure proper/accurate/up-to-date documentation and categorization for all incidents, requests and Problems. ( ITIL Framework )

Escalation: Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope promptly.

Active Directory Management and Authentication: Knowledge of Active

Directory including understanding of Office 365, MFA, Password reset, user/exchange accounts,

Operating Systems (Windows, macOS, VDI): Troubleshooting, intermediate for advanced issues.

Hardware and Software Support: Install, configure, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices, and related hardware and software to meet delivered requirements.

Information Routing: Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.

Global IT Operations: Develop a sound understanding of global IT operations, related applications and IT systems, and business-related processes and procedures.

Networking Fundamentals: Basic connectivity troubleshooting, intermediate for advanced issues.

Assist with Onboarding & Offboarding requirements for the new hire
Assisting with the ITAM and Mobility management

Remote Support & Deskside visit - onsite support

Qualifications

Customer Service skills
Strong analytical skills
Technical Troubleshooting
Teamwork
Must speak and write English fluently
Exemplary attendance and punctuality

Education: Associate degree
Experience : 0 – 2 years
Willingness to work in a 24*7 environment (7:00 IST- 16:00 IST, 15:00 IST - 00:00 IST, and 23:00 IST - 08:00 IST Shifts).
ITIL Foundations
Experience with ServiceNow