L1/l2 Global It Help Desk Support
Year Mohali, Punjab, India
Job Description
EXO Edge is looking for experienced L1/L2 IT Service Desk professionals to join our 24x7 IT helpdesk team providing L1/L2/L3 support. An ideal candidate will bring a combination of hands-on technical expertise from a fast-paced and growing environment. You should be an expert in IT End User Services processes and related technologies.
In your journey at EXO Edge, you will be:
Primarily focused on:
- Ensuring smooth IT support operations
- Contributing to help desk policies, and procedures and ensuring their implementation
- Enrichment of IT support knowledge base and training
Fulfilling the below roles and responsibilities:
- Provide first contact support of incoming requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Use remote tools and diagnostic utilities to aid in resolving support requests.
- Installing and configuring hardware and software components throughout various network infrastructure devices.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
- Establishing good relationships with all departments and colleagues.
- Ensuring company safety and security standards are met.
Bringing in the below education and experience:
- Bachelor's degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience
- 1+ years of experience supporting phone, email, and live chat support for a global IT support team preferably for the US region
Technically sound in:
- Ticketing tools: ServiceNow, Zendesk, etc.
- Property Management systems: Yardi, Entrata, and RealPage
- IT Service Management modules: Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB)
- Microsoft Suite of Applications: Active Directory, Office 365, Windows 10, Azure, and PowerBI
- Laptop and Desktop devices, Oracle ERP, Salesforce, Workday, etc.
Job Location:
- Mohali
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Job Detail
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Job IdJD3076456
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMohali, Punjab, India
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EducationNot mentioned
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ExperienceYear