- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 4 hours ago
- Work mode
- Work from home
- Education
- Bachelor's degree
- Resume
- Required to apply
Job description
Role Overview
Act as the primary contact for all IT-related support queries, incidents, and requests through phone, email, or the ServiceNow ticketing platform.
Key Responsibilities
- Diagnose and resolve issues related to hardware, software, and network devices including laptops and peripheral equipment.
- Ensure all assigned tickets are promptly and accurately updated within the ServiceNow system.
- Escalate unresolved or more complex issues to relevant technical teams while consistently communicating with the user.
- Manage user accounts through onboarding, offboarding, password resets, and permission modifications utilizing Active Directory and associated tools.
- Adhere to and document all service level agreements (SLAs) associated with IT support tasks.
- Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base content.
- Support asset management efforts by tracking IT inventory and related processes.
- Deliver both remote and onsite user support as necessary.
- Participate in rotational on-call duties or extended service hours if required.
Qualifications and Skills
- Bachelor's degree, preferably in Information Technology or a closely related discipline.
- At least three years of experience in IT service desk or technical support roles.
- Experience with ServiceNow platform for ticketing and IT service management.
- Proficient knowledge of Windows operating systems, Office 365 suite, and standard user applications.
- Understanding of networking basics including TCP/IP, DNS, and DHCP protocols.
- Familiarity with Active Directory for user and permissions management.
- Effective communication skills, both written and verbal.
- Strong emphasis on customer service and troubleshooting aptitude.
Preferred Qualifications
- Certification in ITIL Foundation.
- Experience using remote support software such as RDP, Zoho Quick Assist, or Microsoft Teams.
- Exposure to Mac OS environments and conference room technology management.
Working Conditions
- Willingness and availability to work rotating shifts supporting global users 24/7.
- Flexibility to work outside regular business hours or weekends for system maintenance or project commitments.
Additional Information
The position will remain open for a minimum of 72 hours and will continue to accept applications until filled. The job schedule is full-time with no travel requirements. The primary workplace location is Bengaluru, Karnataka, India.