Key Responsibilities :

- Identify and escalate complex issues to Level 2 or Level 3 support teams when necessary, ensuring a seamless and efficient resolution process.
- Log and document all support requests, incidents, and resolutions in the ticketing system. - Proactively monitor and follow up on pending tickets to ensure timely resolution and maintain client satisfaction.
- Follow established procedures for incident management, problem-solving, and escalation. - Maintain an elevated level of customer satisfaction through effective communication and problem-solving.
- Assist in the setup and configuration of new hardware and software as part of the overall solution delivery.
- Monitor and respond to system alerts, performance issues, and security notifications to prevent potential disruptions.
- Perform routine maintenance tasks such as software updates and backups monitoring. - Contribute to the creation and maintenance of a knowledge base for common issues and resolutions.
- Report recurring issues and suggest improvements.
- Identify opportunities for process improvements within the service desk operations.

Qualifications and Skills :

- Strong critical thinking and problem-solving skills, with the ability to troubleshoot technical issues.
- Excellent communication and interpersonal skills, with a customer-focused attitude.
- Demonstrate patience and active listening to ensure transparent communication with clients of varying technical expertise.




- Ability to work in a fast-paced environment and handle multiple tasks simultaneously. - Eagerness to learn and grow within the IT field.
- Relevant IT certifications (e.g., CompTIA A+, ITIL) are preferred and will be advantageous. Technical Skills: 2-3 years working in a Help Desk or IT support environment
- Microsoft Stack experience (Windows OS, basic Server OS, O365 admin and Office Suite) - PC hardware support experience
- Basic network troubleshooting for LAN/WAN
- Log tickets and assist end users with technical queries, or escalate to the appropriate team.
- Ability to trouble-shoot and partner with other teams for resolution.
- Manage escalation of tickets to internal or 3rd-party contact points.
- Create accounts and configure hardware as part of onboarding or offboarding processes for various clients.
- After Hours Monitoring of client environments and action of procedural work (Troubleshooting, patching, deployment, etc).

Benefits :

- Health insurance
- Paid time off
- Provident Fund
- Work from home

Shift:

- Day shift
- Morning shift
- Night shift

Work Days:

- Monday to Friday
- Weekend availability

Experience :

- IT Support/Help Desk: 1 year (required)
- Network support (LAN/WAN): 1 year (required)
- troubleshooting: 1 year (required)

Language :

- English (required)

License/Certification:

- CompTIA A+, ITIL (required)

Shift availability:

- Night Shift (required)
- Day Shift (required)
- Overnight Shift (preferred)

Work Location: Remote

📌 IT Service Desk Engineer (India)
🏢 Jaarvis Technologies
📍 India