L1/L2 Service Desk Support

3 weeks ago


Mohali, India EXO EDGE INDIA LLP Full time

Job Description :


We are looking for experienced L1/L2 IT Service Desk professionals to join our 24x7 IT helpdesk team providing L1/L2 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, you will be :

Fulfilling the below roles and responsibilities :

- Ensuring smooth IT support operations.

- Contributing to help desk policies and procedures and ensuring their implementation.

- Enrichment of IT support knowledge base and training.

- 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 workstations, printers, and peripherals.

- Ensuring company safety and security standards are met.

Bringing in the below experience and education :

- 1 -5 years of experience in an in-house IT team of a global organization

- Bachelor/master's degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience.

- Understanding of IT infrastructure, Active Directory, O365.

- Strong working knowledge of Networks, and DNS.

- Excellent communication and interpersonal abilities.

- Understanding Compliance and audits.

Technically sound in:

- Ticketing tools : ServiceNow, Zendesk, etc.

- 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, Azure, and IT infrastructure

- Knowledge of Networks, DNS.

Shift timings :

- 24-7 - Rotational Shifts.

Location :

- Address: EXO Edge A 10-11, Ground Floor, Bestech Business Tower A, Sector - 66, Mohali, Punjab.

(ref:hirist.tech)

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