नौकरी का विवरण

Role Overview

Act as the primary contact for all IT-related support queries, incidents, and requests through phone, email, or the ServiceNow ticketing platform.

Key Responsibilities

Diagnose and resolve issues related to hardware, software, and network devices including laptops and peripheral equipment.
Ensure all assigned tickets are promptly and accurately updated within the ServiceNow system.
Escalate unresolved or more complex issues to relevant technical teams while consistently communicating with the user.
Manage user accounts through onboarding, offboarding, password resets, and permission modifications utilizing Active Directory and associated tools.
Adhere to and document all service level agreements (SLAs) associated with IT support tasks.
Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base content.
Support asset management efforts by tracking IT inventory and related processes.
Deliver both remote and onsite user support as necessary.
Participate in rotational on-call duties or extended service hours if required.

Qualifications and Skills

Bachelor's degree, preferably in Information Technology or a closely related discipline.
At least three years of experience in IT service desk or technical support roles.
Experience with ServiceNow platform for ticketing and IT service management.
Proficient knowledge of Windows operating systems, Office 365 suite, and standard user applications.
Understanding of networking basics including TCP/IP, DNS, and DHCP protocols.
Familiarity with Active Directory for user and permissions management.
Effective communication skills, both written and verbal.
Strong emphasis on customer service and troubleshooting aptitude.

Preferred Qualifications

Certification in ITIL Foundation.
Experience using remote support software such as RDP, Zoho Quick Assist, or Microsoft Teams.
Exposure to Mac OS environments and conference room technology management.

Working Conditions

Willingness and availability to work rotating shifts supporting global users 24/7.
Flexibility to work outside regular business hours or weekends for system maintenance or project commitments.

Additional Information

The position will remain open for a minimum of 72 hours and will continue to accept applications until filled. The job schedule is full-time with no travel requirements. The primary workplace location is Bengaluru, Karnataka, India.

IT Engineer