Description

Key Responsibilities

• Serve as the primary point of contact for all IT-related incidents and service requests during the EST shift.
• Provide Level 1 and Level 2 technical support for end-user devices, operating systems, and business applications.
• Support collaboration and productivity tools including Microsoft Office 365, Adobe products, email, Teams, and related applications.
• Acknowledge, triage, prioritize, and resolve incidents and service requests in accordance with defined SLAs.
• Deliver exceptional customer service, maintaining clear communication and professionalism with end users at all times.
• Log, categorize, update, and manage tickets accurately within the ITSM / ticketing system.
• Perform initial diagnosis and troubleshooting for hardware, software, network connectivity, and access-related issues.
• Resolve known and recurring issues by following established Standard Operating Procedures (SOPs) and knowledge base articles.
• Escalate complex, unresolved, or high-impact issues to L3 engineers or specialized teams, ensuring proper documentation and troubleshooting details are included.
• Monitor and follow up on escalated tickets to ensure timely resolution and closure.
• Maintain documentation, contribute to knowledge base updates, and support continuous service improvement initiatives.

Required Skills & Qualifications

• 1–3 years of experience in L1/L2 IT Help Desk or Technical Support roles.
• Strong hands-on experience with Windows OS, Office 365, Adobe, email systems, and collaboration tools.
• Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, Remedy, or similar).
• Good understanding of incident management, SLA, and escalation procedures.
• Excellent communication and customer-facing skills.
• Ability to work independently and manage multiple tickets in a fast-paced environment.
• Willingness to work EST shift

Key Skills

Education

Any Graduate