Role & responsibilities

Essential Functions:

- Serve as a technical support resource for internal users and external customers

- Receive, triage, document, and manage support requests via our JIRA Service Management support portals and via telephone intake utilizing Genesys.

- Diagnose, troubleshoot, and resolve technical issues or escalate appropriately

- Maintain accurate, timely, and skilled ticket documentation and customer communication

- Adhere to service level agreements (SLAs), quality standards, and support processes

- Support onboarding and offboarding activities, including access provisioning and disablement

- Contribute to continuous improvement through documentation, knowledge sharing, and process feedback

- As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this may not comprehensively account for future activities, responsibilities, and priorities - these may evolve right along with us!

Required Abilities, Education, and Skills:

- Strong customer service mindset with excellent written and verbal English communication skills

- Technical troubleshooting and analytical problem-solving skills

- Ability to manage competing priorities in a fast-paced environment

- Comfort working within ticketing systems and documented processes

- Willingness and ability to learn evolving technologies, applications, systems, and workflows utilizing all sources of knowledge (peers, documentation, media, AI) to grow proficiency





- Ability to build strong interpersonal relationships with colleagues working remotely throughout the US and India

- Proficiency in utilizing Microsoft Office365 applications

- Proficiency in troubleshooting Office365, Windows10/11, and MacOS

- India based applicants:

- Education: BE / B. Tech, MCA Preferred

- Full Time Technical Diploma

Preferred Abilities, Education and Skills:

- Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+)

- Bachelors degree in information technology or a related domain

- Experience supporting remote workforces

- Experience with a remote access tool like Teamviewer or Splashtop

- Experience with Active Directory, Entra, and Office365 administration

- Experience with Microsoft Intune, JAMF, or other device management apps

- Experience with JIRA Service Management or comparable ITSM tool

- Experience with leveraging AI tools to improve technical or non-technical skillsets

- Experience with general networking concepts (routing, DNS, IP topology, VPN)

- Advanced system or platform administration (Senior Analyst and above)

- Leadership, mentoring, or coaching experience (Advisor level)

- Data analysis, reporting, and operational metrics experience (Supervisor level)

Work environment/Physical Demands:

- Continuous sitting and fine manipulation

If based in India, may be required to work U.S. business hours to support global operations

📌 Urgent opening For Senior Analyst Service Desk (Pune)
🏢 MRO
📍 Pune