Job Description:

Essential Functions:

• Provide first-line technical support, troubleshooting hardware, software, and network issues.
• Log and document detailed ticket activity until resolution is achieved.
• Escalate complex issues to Level 2 support when necessary.
• Assist customers with inquiries related to business products and IT services.
• Monitor alerts and respond accordingly to maintain operational efficiency.
• Maintain knowledge base documentation for recurring issues and solutions.

Special Knowledge, Skills, and Abilities:

• Strong communication skills.
• Service desk background with experience in handling international calls.
• Relevant experience as per the role outlined
• Strong customer service and communication skills.
• Basic understanding of IT systems, networking, and Microsoft applications.
• Ability to follow troubleshooting procedures and escalate appropriately.
• Familiarity with ITSM tools like ServiceNow preferred.

Work Conditions:

• 24x7 support (rotational shifts).
• Full-time work from the office, all days.