Primary Roles & Responsibilities:
• Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.

• Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.

• Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.

• Escalate unresolved issues to the appropriate internal channel

• Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.

• Maintain ticket updates for all reported incidents.

• Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.

• Provide timely communication on issue status and resolution.

• Proven ability to multi-task, effectively determine priorities and meet SLA’s.

• Adaptable and flexible in a fast-changing industry and work environment.

• Hands-on experience with Service desk and remote control softwares.

• Properly escalate unresolved issues to appropriate team members





• Communicate with users with a high degree of etiquette and professionalism

• Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.

• Contribute to improving customer support by actively responding to queries and handling complaints

• Perform other duties and participate in special projects as assigned.

Communication Skills:
• Excellent English Speaking/Reading & written communication skills. Clear, understandable

• Schedule Flexibility: Willingness to work a adaptable schedule including occasional after hours on- call, multitask and resilience.

Knowledge, Skills, Abilities
• Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 8 years of experience, or combination of education and 6-8 years of relevant experience

• Work Experience in MS 365 / Azure cloud environment, Office 365 applications

• Experience in Wind

📌 Senior Associate – Service Delivery (Bengaluru)
🏢 Black Box
📍 Bengaluru