Job Description

Experience:

3-5 Years

Roles and Responsibilities:

Address user tickets regarding hardware, software and networking.

Assist users with

application installations and peripheral configurations

.

Perform

root cause analysis

through targeted questioning and diagnostics.

Provide

remote troubleshooting and guided resolution

via secure access tools.

Configure and optimize desktop applications

based on user requirements.

Document

incidents, actions taken, and resolutions

in logs.

Escalate complex issues

to higher-tier support teams as per escalation protocols.

Verify system functionality post-resolution

and ensure user satisfaction.

Required Skills and Qualifications:

Excellent verbal and written communication skills

(must be fluent in English).

Microsoft 365 Administration, User management, Security and Intune Management

Understanding of Azure and cloud computing.

Strong

customer service orientation

and problem-solving attitude.

Basic understanding of

IT systems, software, and network troubleshooting

.

Ability to work independently during night shifts and handle pressure efficiently.

Familiarity with

ticketing tools

(e.g., Zendesk, Freshdesk, Jira, ServiceNow, etc.) is a plus.

Prior experience in a

helpdesk, technical support, or customer support

role preferred.

Bachelor's degree

in Computer Science, IT, or any related field

Work Timings: US timings (Night Shift)

Job Type: Full-time

Pay: ?600,000.00 - ?1,000,000.00 per year

Benefits:

Health insurance Provident Fund Work from home
Application Question(s):

Where are you located? How soon can you join? Do you have any prior experience supporting US clients??
Education:

Bachelor's (Preferred)
Experience:

Help desk: 3 years (Preferred)
Shift availability:

Night Shift (Required)
Work Location: Remote