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Job Responsibilities:
Provide L1–L2 technical support to a global user base with a focus on SLA-driven ticket management, excellent customer service, employee onboarding/offboarding and endpoint lifecycle management. Flexible, engaged and responsive in the adoption of continuously evolving support workflows.
Key responsibilities
Service desk and SLAs
Provide professional IT support via Zendesk; triage, troubleshoot, and resolve tickets within agreed SLAs.
Manage and prioritize the support ticket queue using an SLA-driven approach, ensuring that highest to lowest priority tickets are responded to and resolved within agreed service levels.
Maintain high CSAT,
provide clear ticket communication, and timely escalations.
Identify opportunities for improvement and adopt automation and AI (such as Zendesk AI features, AI support assistants) to improve and accelerate the support workflow (for example to aide in triage and draft responses).
Team Development
Adaptable and engaged in the adoption new tools and workflows, including AI-assisted support tools, as part of a continuously evolving IT environment.
Endpoints and operating systems
Deliver in-depth desktop support for Windows and macOS.
Provision and manage devices using AutoPilot, Intune/Endpoint Manager, and Jamf/Mosyle.
Manage full laptop lifecycle: purchasing, replacements, warranty, returns, secure wipe/disposal, and accurate asset tracking (Workday).
Identity, collaboration, and SaaS
Administer Microsoft 365, Entra ID (Azure AD), and Exchange Online; support Teams, SharePoint, OneDrive.
Support and manage onboarding/of
📌 IT Support Engineer (Noida)
🏢 Welocalize
📍 Noida