Provides remote Level 2 desktop and service desk support, diagnosing and resolving hardware, software, endpoint, conference room, mobile device, and user issues. Manages tickets, assets, escalations, documentation, security baselines, BitLocker, device compliance, and SOC 2 practices. Supports Microsoft Teams rooms, identifies recurring problems, recommends improvements, and collaborates with IT teams while maintaining strong customer communication and SLA adherence.
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.
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