key Responsibilities:
- Provide L2 remote support for US and Canada-based end users in a 24/7 support model.
- Respond to client service requests via phone, email, chat, and ticketing systems.
- Diagnose and resolve hardware/software incidents including operating systems (Windows), Microsoft Office, Outlook, antivirus, and other applications.
- Support user issues related to software images, security patches, deployed software packages, and system tools.
- Troubleshoot and resolve issues with printers/scanners, browsers, Outlook configuration, VPN, and network connectivity.
- Escalate unresolved or complex issues to specialized support teams.
- Perform user management activities in Active Directory (AD) including account creation, password resets, and permissions management.
- Work with tools such as O365, MIM, and adhere to ITIL processes for incident, problem, and change management.
- Install, configure, and troubleshoot computer hardware, peripherals, and software systems remotely.
- Maintain documentation of issues, resolutions, and escalation points.




- Ensure compliance with security protocols, including mobile device management and VPN usage.

Required Skills & Qualifications:
- Minimum of 5 years of relevant experience in IT service desk or technical support roles.
- Excellent verbal and written communication skills in English.
- Robust knowledge of Windows Desktop platforms, Microsoft Office Suite, Outlook, and O365.
- Hands-on experience with Active Directory, MIM, ITIL framework, and ticketing systems.
- Familiarity with basic networking concepts and remote support tools.
- Strong problem-solving skills with the ability to troubleshoot complex desktop, software, and connectivity issues.
- Experience in handling VPN configurations, software installations, and endpoint security solutions.
- Ability to work in rotational shifts including nights, weekends, and holidays as per business requirements.

Preferred Qualifications:
- ITIL Certification (Preferred)
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📌 Service Desk (Pune)
🏢 TalentOla
📍 Pune