Description



Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).

• Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.


• Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.


• Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.


• Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.


• Ensure all service level agreements (SLAs) are met and documented appropriately.


• Participate in documentation of technical processes, FAQs, and knowledge base articles.


• Support IT asset management and inventory processes.


• Provide remote and in-person support as needed.


• Participate in on-call rotation or extended hours support, if required.

Qualifications



Bachelor's degree required. Preferred in Information Technology or a related field.

• Minimum of 3 years of experience in an IT Service Desk or technical support role.


• Proficient in using ServiceNow for ticketing and ITSM processes.


• Strong knowledge of Windows OS, Office 365, and common laptops and user applications.


• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).


• Experience with Active Directory and basic user management tasks.


• Excellent verbal and written communication skills.


• Strong customer service orientation and troubleshooting abilities.

Preferred:

• ITIL Foundation certification.


• Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams)


• Familiarity with Mac OS and Conference room equipments.

Working Conditions

• Ability to work in rotational shift for 24x7 support to users across the globe.


• 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