Job Description

Experience Required: 0.5 – 1 year
Provide L1 technical support to international users via phone, email, and chat.
Troubleshoot issues related to Windows/OS, MS Office, hardware, printers, networks, VPN, and Active Directory.
Log, categorize, prioritize, and track incidents using ServiceNow while meeting SLAs.
Resolve issues using standard procedures and escalate complex issues to L2/L3 teams.
Coordinate with technical teams and follow incidents through to resolution.
Follow ITIL processes, security guidelines, and support procedures.
Maintain accurate ticket documentation and provide clear user guidance.
Handle multiple tickets effectively in a fast-paced, customer-focused setting.

Mandatory Skills
Experience in L1 Service Desk / Help Desk Support.
Robust knowledge of OS, MS Office, Active Directory, VPN, ServiceNow, hardware, and networking.
Excellent verbal and written communication.
Strong troubleshooting and problem-solving skills.
Experience supporting international clients.

Additional Information (Travel & Shift, etc.)
Willing to work from the office premises.
Flexible & Open to work in 24*7 workplace.

📌 Service Desk Junior Engineer Service Support Noida (India)
🏢 Sopra Steria
📍 India