Description

You will provide technical support to users and manage incident lifecycles for IT infrastructure.

This role is on-site.

Responsibilities

• Diagnose and resolve technical incidents via voice, email, chat, and remote tools.
• Escalate unresolved issues to appropriate assignment groups.
• Document all incidents in the tracker with proper categorization, priority, and lifecycle management.
• Monitor incident queues to ensure resolution within established Service Level Agreements.
• Manage outages by opening bridge calls and coordinating with resolver teams.

Required Skills

• 5+ years of experience in IT support or service desk roles.
• Proficiency with Windows Desktop OS.
• Experience managing Active Directory and Exchange.
• Hands-on knowledge of Office 365 and laptop troubleshooting.
• Troubleshooting experience with Unix/Linux OS.
• Solid understanding of ITSM processes.
• Ability to work rotational night shifts, weekends, and on-call rotations.

Preferred Skills

• Familiarity with ServiceNow.
• ITSM certification.

Key Skills

Education

Any Graduate