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 environment.
- 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, explicit spoken and written English, and flexibility to work overtime as business needs require.

📌 Level 1 Enterprise IT Service Desk Analyst (Support & Ops Eng 1) (India)
🏢 Technocrats Domain
📍 India