Job Description

Key Responsibilities:

Act as the central point of contact

for all IT service requests and incidents during on-call hours.

Coordinate with field engineers

to dispatch them to client or site locations as needed. Prioritize and assign tickets based on urgency, location, and engineer availability. Monitor the status of open incidents and ensure timely resolution or escalation. Communicate clearly with both internal teams and clients regarding ongoing support activities and timelines. Maintain accurate records of incidents, field dispatches, and resolutions in the ITSM or ticketing system. Provide handover documentation and summaries to the day team for follow-up. Ensure field engineers have access to all required documentation, access credentials, and tools to perform their tasks. Assist with after-hours troubleshooting remotely if technical expertise is available.

Qualifications:

Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience). 1+ years of experience in IT support, service coordination, or field services dispatching. Familiarity with ticketing and dispatch systems (e.g., ServiceNow, Freshdesk, Zendesk, Salesforce FSM). Strong understanding of IT service workflows and escalation processes. Excellent verbal and written communication skills. Ability to multitask and manage priorities under pressure. Comfortable working independently during after-hours shifts.
Location: Airoli, Navi Mumbai

Job Types: Full-time, Permanent

Pay: ?18,000.00 - ?30,000.00 per month

Benefits:

Health insurance Provident Fund
Experience:

IT support: 1 year (Required)
Work Location: In person