About this role
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.