Job Description

We are seeking a Helpdesk Support Tier 2 Agent to join our Information Technology team. This is a unique prospect for an entrepreneurial, highly driven person with a well-rounded skill set to join the team in India, whose responsibilities extend beyond those of helpdesk support. The ideal person for this role will need to not only have a robust grasp of troubleshooting but also be adaptable and a strategic thinker able to take on a variety of tasks.

Job Responsibilities
Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications
Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues




Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention
Creating and managing detailed tickets documenting requests, troubleshooting and resolution of requests
Escalate as it fits the situation to Tier III agents or as per Manager´s instructions
Due to the world wide support model, we are looking for a role to cover Weekends, covering a shift from 7am to 5pm EST approximately. (4 days a week, 10 hours shift)

📌 Helpdesk Tier 2 Agent Friday To Monday Mumbai
🏢 J.S. Held
📍 Mumbai