About this role
Location and Timings
India – Remote
EST Hours
Responsibilities
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Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.
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Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.
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Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.
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Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.
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Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.
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Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.
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Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.
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Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations.
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Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.
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Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.
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Proactively identify recurring support issues and recommend process, documentation, or system improvements.
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Requirements:
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Education: Bachelor’s degree in computer science required but not mandatory.
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Work Experience: 3-5 years of hands-on experience in service desk, desktop support within a professional environment.
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Technical Skills (Preferred)
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Desktop and Laptop hardware; workstation accessories
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Strong remote troubleshooting skills
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Windows 11 / Mac OS
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Antivirus management
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O365 administration and troubleshooting
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ITSM/ITIL-based ticketing systems – Preferably ServiceNow
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iOS & Android device support
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Basic Network knowledge
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Printer troubleshooting
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Active Directory fundamentals and basic administration
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Basic understanding of Office 365 Administration
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Remote support tools (e.g., Bomgar)
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Additional Skills
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Strong verbal and written communication skills
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Excellent customer service mindset
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Ability to work collaboratively and manage multiple priorities
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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.