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Location and Timings
India – Remote
EST Hours
Responsibilities:
Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.
Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.
Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.
Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.
Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.
Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.
Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.
Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations.
Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.
Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.
Proactively identify recurring support issues and recommend process, documentation, or system improvements.
Requirements:
Education : Bachelor’s degree in computer science required but not mandatory.
Work Experience : 3-5 years of hands-on experience in service desk, desktop support within a professional environment.
Technical Skills (Preferred)
Desktop and Laptop hardware; workstation accessories
Strong remote troubleshooting skills
Windows 11 / Mac OS
Antivirus management
O365 administration and troubleshooting
ITSM/ITIL-based ticketing systems – Preferably ServiceNow iOS & Android device support
Basic Network knowledge
Printer troubleshooting
Active Directory fundamentals and basic administration
Basic understanding of Office 365 Administration
Remote support tools (e.g., Bomgar)
Additional Skills
Strong verbal and written communication skills Excellent customer service mindset Ability to work collaboratively and manage multiple priorities The ideal candidate works well independently with minimal supervision, is a strong team player, eager to learn, hard-working, flexible, and able to provide quality support.