Required Skills

Basic knowledge of Windows OS, MS Office 365, and common enterprise applications, Familiarity with Active Directory, DNS, DHCP concepts, Understanding of LAN/WAN, TCP/IP, VPN basics, Good communication and customer service skills, Ability to work in 24x7 rotational shifts

Job Description

Role Summary

First point of contact for all IT infrastructure-related incidents and service requests. Responsible for triaging, logging, and resolving or escalating technical issues within defined SLAs.

Key Responsibilities

1. Serve as the first line of support for hardware, software, network, and server-related issues via phone, email, or ticketing system
2. Log, categorize, and prioritize incidents using ITSM tools (ServiceNow, Jira, Freshdesk, etc.)
3. Perform basic troubleshooting for desktops, laptops, printers, LAN/WAN connectivity, VPN, and Active Directory
4. Reset passwords, unlock accounts, and manage basic user provisioning in AD/Azure AD
5. Escalate unresolved tickets to L2/L3 teams with detailed documentation
6. Monitor infrastructure alerts from tools like Nagios, Zabbix, or SolarWinds and raise incidents accordingly
7. Assist in asset management — tracking hardware inventory and lifecycle
8. Support onboarding/offboarding of users (account creation, device setup)
9. Follow ITIL-based incident and change management processes
10. Maintain knowledge base articles and update runbooks

Requirements

Experience: 0–2 years

Education: B.E./B.Tech/Diploma in Computer Science, IT, or related field

Equal Opportunity Statement

We value diversity and inclusion. As an equal opportunity employer, we welcome applicants from all backgrounds and walks of life.

Security & Confidentiality Statement

This role may involve access to sensitive business information. The selected candidate is expected to follow internal information security policies and maintain strict confidentiality when handling proprietary or confidential data.