JD - Job Summary
Provide internal technical support for our end users through Phone, Chat, or other channels to resolve incidents and process requests quickly and efficiently. Has frequent interactions with customers, analytical & business staff & therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to solve problems and follow through on resolution with users. Assist with Ticket Queue Management and backlog refinement. Responsible for client-side imaging technologies for all supported software and hardware platforms. Accountable for all software, hardware, and business application support compatibility with current and future technologies. Attends project/product meetings & maintains a current level of knowledge & training in related phone disciplines. Keeps up with current & future client technologies, infrastructure operations & industry best practices & certifications. Flexible and willingness to work in 24*7 environment (7:00 - 16:00, 15:00 - 00:00, and 23:00 - 08:00 Shifts).

Primary/Essential Duties and Key Responsibilities
Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels.
Diagnose/troubleshoot issues and provide assistance to colleagues ensuring they are dealt with in a pleasant, professional and timely manner.
Maintain working relationships with all IT & business resources, acts as the liaison between support staff & senior technical resources.
Ensure proper/accurate/up-to-date documentation and categorization for all problems, incidents and requests.
Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner.
Active Directory knowledge including understanding of GPO, Office 365, user/computer/exchange accounts, administration for imaging, management & client patching as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstation devices,



mobile devices and related hardware and software to meet delivered requirements for desktop service levels.
Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.
Generate/Create ad-hoc incident ticket reports as needed.
Develop sound understanding of global IT operations and related applications and IT systems as well as business-related processes and procedures.
Added Responsibilities for Local IT & Desktop Support: Provide in office support for hardware issues, peripheral devices (printers, scanners), and network connectivity within local offices.
Perform desktop imaging and deployment for new hires and refresh cycles, ensuring compliance with company standards.
Manage local inventory of IT assets, including laptops, desktops, monitors, and accessories, coordinate with procurement for replenishment.
Support conference room technology (AV equipment, video conferencing tools) and ensure readiness for meetings.
Assist with physical network troubleshooting, including patch panels, cabling, and local switches when required.
Coordinate with global IT teams for patch management and security compliance on local devices.
Provide hands-on support for urgent incidents that cannot be resolved remotely.
Ensure local backup and recovery procedures are followed for critical endpoints.
Maintain documentation of local IT processes, asset tracking, and incident resolution steps for audit and compliance.

Required Qualifications (Knowledge, Skills, and Abilities)
Customer Service skills
Empathy
Strong analytical skills
Technical Troubleshooting
Teamwork
Good communications skills
Technical proficiency with Windows and Mac Operating Systems
General configuration knowledge of iOS and Android-based mobile devices
Must speak and write English fluently
Exemplary attendance and punctuality

Preferred Qualifications:
Basic networking skills
Experience with Service Now
ITIL Foundations
2-3 years of relevant work experience

📌 IT Support Technician II (India)
🏢 TRIGENT SOFTWARE PRIVATE
📍 India