Responsibilities Direct Responsibilities
• Minimum Graduate degree from Comp Science, IT, BCA etc. • Effectively troubleshoot and manage production incidents. • Communicate accurate impacts of production incidents. • Recommend solutions to production problems. • System level documentation and SOPs creations. • Efficiently troubleshoot and resolve complex problems in a highly technical setting. • Participates in technical training programs and self-directed learning. • Respond to escalated tickets that impact users business operations. • Perform advanced application troubleshooting systems within scope of responsibility. • Providing technical training for a recent joiner. • Being a 24x7 operation, candidate should be willing to work in shifts. • Should have knowledge on ITSM modules like Incident Management, Service Request management and Power BI reporting skills. • Proven experience in chat support. • Experience on Quality checks would be a advantage. • Have proficiency with helpdesk and remote desktop programs. Preferred prior experience on Service Now.



• Coordinate and follow up with different support teams, jointly resolve the issues. • Should have experience in handling offline onboarding & offboarding process. • Valuable Command over English Language.
Contributing Responsibilities Active Team Player. Communicate with customers, resolve complaints, problems, assuring the service quality of the Technical Support Services Team.
Technical & Behavioral Competencies Analytical Ability Ability to adapt to a process Ability to understand and support a change
Specific Qualifications: Computer Science/BCA/IT degree or equivalent Skills Referential (Required knowledge, skills and abilities) Technical Skills: IT Troubleshooting and Resolution ServiceNow Ticketing tool Operating System Win 11 Outlook/Teams/VPN Active Directory Behavioral Skills: Respect to Persons Command over English Email writing skills Role & responsibilities

Preferred candidate profile

📌 Desktop Support Maharashtra
🏢 Net Connect
📍 Maharashtra