Technocrats Domain Inc. (TCD) is looking for an IT support professional to provide first-contact support for a U.
S. enterprise customer. You’ll answer support calls, own incidents in ServiceNow, and perform Tier II troubleshooting across identity, endpoints, and virtual desktops. What you’ll do
• Support employees and contractors by phone, chat, email, and the self-service portal. Own ServiceNow tickets from intake through resolution or coordinated escalation.
• Troubleshoot Microsoft 365, email, Active Directory, Microsoft Entra ID, MFA, passwordless sign-in, and VPN issues. Fulfill approved account and access requests.
• Support Windows 10/11, macOS, iOS, and Android. Use Intune and Jamf to diagnose device enrollment, application, and compliance issues.
• Troubleshoot Citrix and Azure Virtual Desktop sessions using Nerdio and ControlUp.
• Triage access and application issues involving Salesforce, IBM i (AS/400), SPS, and CPQ. Capture reproducible errors and business impact for specialist teams.
• Use PowerShell, approved read-only SQL,



and authorized AI tools to support troubleshooting. Validate AI-generated suggestions before acting on them and protect confidential data.
• Coordinate urgent security incidents with Information Security and meet service desk targets for first-contact resolution, SLA compliance, and customer satisfaction. What you’ll bring
• 3+ years of IT experience, including Tier I phone support and hands-on remote troubleshooting in an enterprise setting.
• Hands-on support experience with ServiceNow, Microsoft 365, Azure, Entra ID, Active Directory, Intune, Jamf, Citrix, Azure Virtual Desktop, Nerdio, and ControlUp.
• Support-level experience with Salesforce and IBM i, plus the ability to use PowerShell and read-only SQL for diagnostics.
• Experience with workstation deployments or migrations, clear spoken and written English, and flexibility to work overtime as business needs require.

📌 Level 1 Enterprise IT Service Desk Analyst (India)
🏢 Technocrats Domain
📍 India