Job Description

Key Responsibilities

Incident & Request Management

Serve as a primary point of contact for IT-related issues via phone, email, portal, and chat. Log, prioritize, and manage incidents and service requests using ITSM tools (ServiceNow, Jira, Remedy, Freshservice, etc.). Provide

L1.5 to L2 level support

, resolving moderately complex issues related to: Windows OS, macOS (optional), and MS Office/O365 Outlook, Exchange, Teams, OneDrive, SharePoint Network connectivity (LAN/WLAN/VPN) Printers, hardware components, and peripherals Mobile device management (MDM tools--Intune, WorkspaceONE, etc.)

Advanced Troubleshooting

Troubleshoot system, network, and application issues requiring deeper investigation. Perform root cause analysis and implement preventive measures for recurring incidents. Escalate complex issues to specialized L2/L3 teams when required, ensuring proper documentation.

User & Access Management

Perform user onboarding/offboarding tasks including account creation, permissions, and access provisioning. Manage Active Directory / Azure AD tasks (password resets, group membership, policy application). Assist with MFA, SSO, and identity-related troubleshooting.

Device Management & Support

Configure, deploy, and support desktops, laptops, and mobile devices. Manage OS and application installations, updates, and patching. Support hardware upgrades, replacements, and asset lifecycle management.

IT Operations & Maintenance

Support regular IT health checks, patch cycles, and scheduled maintenance activities. Assist with compliance tasks such as license tracking, audit preparation, and asset inventory updates. Monitor system performance and escalate issues proactively.

Documentation & Knowledge Management

Create, update, and maintain knowledge base articles, SOPs, and troubleshooting guides. Ensure accurate documentation for incidents, resolutions, and configuration changes.

Customer Service & Communication

Provide excellent customer service with a focus on professionalism, empathy, and clarity. Communicate technical solutions in simple terms tailored to end-user needs. Ensure timely follow-up and closure of incidents and requests.

Required Skills & Experience

2-5 years of experience

in IT Service Desk, Helpdesk, or Technical Support roles. Strong knowledge of Windows OS, Microsoft Office/O365, and common business applications. Experience with Active Directory, Azure AD, and basic group policy troubleshooting. Familiarity with networking basics (IP, DNS, DHCP, VPN). Hands-on experience with service desk/ITSM tools (ServiceNow preferred). Experience with remote support tools and device management platforms (SCCM, Intune, JAMF, etc.). Strong problem-solving and multitasking abilities.

Preferred Qualifications

ITIL Foundation Certification (highly preferred) CompTIA A+, Network+, or equivalent certifications Experience supporting macOS and Linux (optional) Exposure to endpoint security solutions (AV, EDR tools)
Location: Vasanthnagar, Bangalore

Shift: US Shift

Working Days: 6 Days

Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹1,000,000.00 per year

Work Location: In person