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EXOedge - L1/L2 Global IT Help Desk Support - IT Operations

4 months ago

Mohali, India EXO EDGE INDIA LLP Full time

Job Description :

EXO Edge is looking for experienced L1/L2 IT Service Desk professionals to join our 24x7 IT helpdesk team providing L1/L2/L3 support. An ideal candidate will bring a combination of hands-on technical expertise from a fast-paced and growing environment. You should be an expert in IT End User Services processes and related technologies.

In your journey at EXO Edge, you will be:

Primarily focused on :

  • Ensuring smooth IT support operations
  • Contributing to help desk policies, procedures and ensure their implementation
  • Enrichment of IT support knowledge base and training
Fulfilling the below roles and responsibilities :
  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Use remote tools and diagnostic utilities to aid in resolving support requests.
  • Installing and configuring hardware and software components throughout various network infrastructure devices.
  • Install antivirus software and ensure virus definitions are up to date.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Establishing good relationships with all departments and colleagues.
  • Ensuring company safety and security standards are met.
Bringing in the below education and experience :
  • Bachelors degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience
  • 3+ years of experience supporting phone, email, and live chat support for a global IT support team preferably for the US region
Technically sound in :
  • Ticketing tools: ServiceNow, Zendesk, etc.
  • Property Management systems: Yardi, Entrata, and RealPage
  • IT Service Management modules: Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB)
  • Microsoft Suite of Applications: Active Directory, Office 365, Windows 10, Azure, and PowerBI
  • Laptop and Desktop devices, Oracle ERP, Salesforce, Workday, etc.
Job Location : Mohali

Reporting to : Manager global IT help desk

(ref:hirist.tech)