19 IT jobs in Navi Mumbai
Help Desk Representative
Mumbai, Maharashtra
NCR Atleos
Posted 8 days ago
Job Viewed
Job Description
**About NCR Atleos**
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE **: Help Desk Representative (II)**
GRADE **: 7**
**Position Summary & Key Areas of Responsibility**
+ Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
+ 7x24 monitoring of customer's ATM/ABM network across Canada, which includes six different time zones
+ Accountable for continuously receiving and handling high volumes of customer calls
+ Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
+ Determine alert priority based on documented processes and guidelines
+ Use tools to remotely access customer equipment to diagnose and resolve customer problems
+ Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
+ Escalate customer problems both internally and externally, as required and according to defined escalation paths
+ Acquire and maintain current knowledge of relevant product offerings and support policies
+ Participate in special projects as assigned to continuously improve processes, tools, systems and organization
+ Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
+ Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
+ Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
+ Requires rotation in work hours involving weekends and holidays
**Basic Qualifications**
+ Bachelor's degree
+ Bilingual (English/French)
+ The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
+ Knowledge of Automated Banking Machines (ATM/ABM)
+ Keyboard proficiency and understanding of Windows-based applications/tools
**Preferred Qualifications**
+ Previous experience in a Customer Support and/or Helpdesk environment
+ 1+ years of related experience
+ Self-driven and results oriented; Ability to work under pressure within flexible working hours
+ Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE **: Help Desk Representative (II)**
GRADE **: 7**
**Position Summary & Key Areas of Responsibility**
+ Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
+ 7x24 monitoring of customer's ATM/ABM network across Canada, which includes six different time zones
+ Accountable for continuously receiving and handling high volumes of customer calls
+ Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
+ Determine alert priority based on documented processes and guidelines
+ Use tools to remotely access customer equipment to diagnose and resolve customer problems
+ Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
+ Escalate customer problems both internally and externally, as required and according to defined escalation paths
+ Acquire and maintain current knowledge of relevant product offerings and support policies
+ Participate in special projects as assigned to continuously improve processes, tools, systems and organization
+ Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
+ Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
+ Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
+ Requires rotation in work hours involving weekends and holidays
**Basic Qualifications**
+ Bachelor's degree
+ Bilingual (English/French)
+ The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
+ Knowledge of Automated Banking Machines (ATM/ABM)
+ Keyboard proficiency and understanding of Windows-based applications/tools
**Preferred Qualifications**
+ Previous experience in a Customer Support and/or Helpdesk environment
+ 1+ years of related experience
+ Self-driven and results oriented; Ability to work under pressure within flexible working hours
+ Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
This advertiser has chosen not to accept applicants from your region.
0
Help Desk Executive
Mumbai, Maharashtra
Crest
Posted today
Job Viewed
Job Description
Overall Role Objective
:Strategic Thinking & Leadership
Effective mix of strategic and tactical thought process. To be a dedicated individual who performs administrative and clerical duties.
Section III: Key Responsibilities and Accountabilities of the role
Role
Key Accountabilities
The Helpdesk Executive is responsible for maintaining club, banquet and complaint management
Maintaining and monitoring office administration, compliant management. Responsible for daily operational activities.
Keep records of vendor bills in a tracker. Follow up on scheduled cleaning and technical services as per monthly roll out
Follow up on scheduled cleaning and technical services as per monthly roll out
perational Accountabilities
Operates emergency response desk, coordinates emergency action during off hours or in case of emergency/breakdown or failures.
Receive and log calls /complaints/request/from clients, customers,etc
MIS and Reporting
Reporting on daily, weekly and monthly basis
Generating Data / Attendance / Inventory Reports
Brand & Relationships
Ability to multi-task in a fast paced, constantly changing environment
Procedure oriented, ability to work a flexible schedule including overtime and workday changes
Section IV: Knowledge, Experience & Skills
Educational Qualifications
HSC+ Bachelors Degree From Prominent Institution
MSCIT – Computer Handling
Experience
Minimum 2 years in customer relations, guest service, front office.
Key Competencies
Maintaining hospitality standards with customer.
Good communication skills including written English
Strategic Thinking & Leadership
This advertiser has chosen not to accept applicants from your region.
1
Help Desk Support
Navi Mumbai, Maharashtra
ENLINKIT MANAGED SERVICES
Posted today
Job Viewed
Job Description
Helpdesk L1 (5 Positions)
Location: Belapur, Navi Mumbai
Should be Science/ Commerce/Engineering Graduate, preferably, BE/B. Tech/MCA/MBA with minimum 1 year of in-scope solutions experience in the field of Banking IT domain / support of related solutions
Should be skilled in following:
Knowledge of Finacle Menu Options (CBS 7.0.25/ UBS version 10.2.18), Business Logic of banks, handling calls, managing EOD/ BOD operations of bank
Knowledge of Core Banking Solutions, banking support Troubleshooting of issues observed/reported on day to day basis
Working knowledge on Service Ticketing/ Management Solutions
Minimum One year experience of working in Similar Projects as Application L1 at Scheduled Commercial Banks in India.
With Regards'
Nithesh Kumar S
Enlink Managed Services Pvt Ltd.
**Salary**: ₹25,000.00 - ₹30,000.00 per month
Day range:
- Monday to Friday
- Weekend availability
Shift:
- Day shift
Ability to commute/relocate:
- Navi Mumbai, Raigarh - 410210, Maharashtra: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (preferred)
**Experience**:
- Help desk: 1 year (required)
- Banking: 1 year (required)
Location: Belapur, Navi Mumbai
Should be Science/ Commerce/Engineering Graduate, preferably, BE/B. Tech/MCA/MBA with minimum 1 year of in-scope solutions experience in the field of Banking IT domain / support of related solutions
Should be skilled in following:
Knowledge of Finacle Menu Options (CBS 7.0.25/ UBS version 10.2.18), Business Logic of banks, handling calls, managing EOD/ BOD operations of bank
Knowledge of Core Banking Solutions, banking support Troubleshooting of issues observed/reported on day to day basis
Working knowledge on Service Ticketing/ Management Solutions
Minimum One year experience of working in Similar Projects as Application L1 at Scheduled Commercial Banks in India.
With Regards'
Nithesh Kumar S
Enlink Managed Services Pvt Ltd.
**Salary**: ₹25,000.00 - ₹30,000.00 per month
Day range:
- Monday to Friday
- Weekend availability
Shift:
- Day shift
Ability to commute/relocate:
- Navi Mumbai, Raigarh - 410210, Maharashtra: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (preferred)
**Experience**:
- Help desk: 1 year (required)
- Banking: 1 year (required)
This advertiser has chosen not to accept applicants from your region.
2
IT Help Desk Intern
Mumbai, Maharashtra
NCR Atleos
Posted 8 days ago
Job Viewed
Job Description
**About NCR Atleos**
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Standard new grad JD
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Standard new grad JD
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
This advertiser has chosen not to accept applicants from your region.
3
IT Help Desk Intern
Mumbai, Maharashtra
NCR Atleos
Posted 8 days ago
Job Viewed
Job Description
**About NCR Atleos**
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Standard new grad JD
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Standard new grad JD
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
This advertiser has chosen not to accept applicants from your region.
4
Help Desk Representative - Financial Services
Mumbai, Maharashtra
NCR Atleos
Posted 4 days ago
Job Viewed
Job Description
Job Description
- Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
- 7x24 monitoring of customer’s ATM/ABM network across Canada, which includes six different time zones
- Accountable for continuously receiving and handling high volumes of customer calls
- Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
- Determine alert priority based on documented processes and guidelines
- Use tools to remotely access customer equipment to diagnose and resolve customer problems
- Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
- Escalate customer problems both internally and externally, as required and according to defined escalation paths
- Acquire and maintain current knowledge of relevant product offerings and support policies
- Participate in special projects as assigned to continuously improve processes, tools, systems and organization
- Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
- Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
- Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
- Requires rotation in work hours involving weekends and holidays
Basic Qualifications
- Bachelor’s degree
- Bilingual (English/French)
- The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
- Knowledge of Automated Banking Machines (ATM/ABM)
- Keyboard proficiency and understanding of Windows-based applications/tools
Preferred Qualifications
- Previous experience in a Customer Support and/or Helpdesk environment
- 1+ years of related experience
- Self-driven and results oriented; Ability to work under pressure within flexible working hours
- Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
This advertiser has chosen not to accept applicants from your region.
5
Help Desk Representative - Financial Services
Mumbai, Maharashtra
NCR Atleos
Posted today
Job Viewed
Job Description
Job Description
Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
7x24 monitoring of customer’s ATM/ABM network across Canada, which includes six different time zones
Accountable for continuously receiving and handling high volumes of customer calls
Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
Determine alert priority based on documented processes and guidelines
Use tools to remotely access customer equipment to diagnose and resolve customer problems
Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
Escalate customer problems both internally and externally, as required and according to defined escalation paths
Acquire and maintain current knowledge of relevant product offerings and support policies
Participate in special projects as assigned to continuously improve processes, tools, systems and organization
Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
Requires rotation in work hours involving weekends and holidays
Basic Qualifications
Bachelor’s degree
Bilingual (English/French)
The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
Knowledge of Automated Banking Machines (ATM/ABM)
Keyboard proficiency and understanding of Windows-based applications/tools
Preferred Qualifications
Previous experience in a Customer Support and/or Helpdesk environment
1+ years of related experience
Self-driven and results oriented; Ability to work under pressure within flexible working hours
Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
7x24 monitoring of customer’s ATM/ABM network across Canada, which includes six different time zones
Accountable for continuously receiving and handling high volumes of customer calls
Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
Determine alert priority based on documented processes and guidelines
Use tools to remotely access customer equipment to diagnose and resolve customer problems
Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
Escalate customer problems both internally and externally, as required and according to defined escalation paths
Acquire and maintain current knowledge of relevant product offerings and support policies
Participate in special projects as assigned to continuously improve processes, tools, systems and organization
Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
Requires rotation in work hours involving weekends and holidays
Basic Qualifications
Bachelor’s degree
Bilingual (English/French)
The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
Knowledge of Automated Banking Machines (ATM/ABM)
Keyboard proficiency and understanding of Windows-based applications/tools
Preferred Qualifications
Previous experience in a Customer Support and/or Helpdesk environment
1+ years of related experience
Self-driven and results oriented; Ability to work under pressure within flexible working hours
Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
This advertiser has chosen not to accept applicants from your region.
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6
Information Technology Help Desk Analyst
Mumbai, Maharashtra
Sol-Millennium Medical Group
Posted today
Job Viewed
Job Description
The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on macOS, Windows, and SaaS tools. The analyst will log and manage tickets via Salesforce Service Cloud , provide timely responses, and deliver an excellent end-user experience.
The role requires outstanding communication skills , a calm and soft-spoken demeanor , and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.
- End-User Support
- Serve as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).
- Support end-users across macOS and Windows 10/11 environments.
- Provide remote assistance using Zoom, Teams, and other collaboration tools.
- Assist with access issues, password resets, MFA support, and basic software troubleshooting.
- Issue Troubleshooting & Escalation
- Troubleshoot hardware and software issues related to:
- Office 365 (Outlook, Teams, OneDrive)
- VPN, RDP, internet/network connectivity
- Printing, conference room equipment, endpoint configurations
- Escalate unresolved technical issues to L2/L3 support based on standard SLAs.
- Record all actions, communications, and outcomes in the ticketing system.
- Stakeholder Engagement & Communication
- Communicate technical solutions clearly to users with varying technical skill levels.
- Maintain professionalism when working with international colleagues and leadership.
- Exhibit excellent verbal and written English communication with a courteous and empathetic approach.
- Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.
- Device and Access Management
- Assist with user onboarding/offboarding (Active Directory, Azure AD, O365).
- Perform basic macOS user configuration and application setup.
- Coordinate device provisioning, handoffs, and return logistics.
- Track assets in alignment with company inventory procedures.
- Security and Compliance
- Guide users on secure password practices and endpoint protection basics.
- Detect and report unusual behavior or phishing incidents to the security team.
- Ensure compliance with IT security policies in daily support tasks.
- Evaluate and recommend new technologies and solutions to improve operations.
- Drive innovation and continuous improvement within the IT infrastructure.
- Plan and execute technology upgrades and modernization efforts.
- Implement backup solutions and ensure data integrity and availability.
- Vendor Management and Collaboration :
- Manage relationships with vendors and service providers.
- Evaluate and select third-party solutions and services.
- Coordinate with external partners for support and services.
- Ensure vendor deliverables meet organizational standards and requirements.
- Communication Skills :
- Effective Communication : Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.
- Soft-spoken demeanor , and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.
Essential
- Bachelor's Degree in Computer Science, Information Technology, or equivalent.
- 3-5 years in an IT Helpdesk or Desktop Support role.
- Soft-spoken and user-friendly demeanor – with an empathetic approach.
- Multi-regional collaboration – ability to support and engage across global teams.
- Problem-solving mindset – proactive, patient, and calm under pressure.
- Flexible to work on different time zone.
Technical qualifications
- Exposure to ticketing systems like Salesforce Service Cloud , Jira, or ServiceNow.
- Technical Skills
- Operating Systems: Windows 10/11, Windows Servers, macOS (basic to
intermediate level)
- ITSM Tools: Salesforce Service Cloud (must), Jira, Remedy
- Collaboration Tools: Microsoft 365, Teams, OneDrive, Zoom, Slack
- User Access: Active Directory, Azure AD, MFA tools
- Endpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring
basics
This advertiser has chosen not to accept applicants from your region.
7
Information Technology Help Desk Analyst
Thane, Maharashtra
Sol-Millennium Medical Group
Posted today
Job Viewed
Job Description
The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on macOS, Windows, and SaaS tools. The analyst will log and manage tickets via Salesforce Service Cloud , provide timely responses, and deliver an excellent end-user experience.
The role requires outstanding communication skills , a calm and soft-spoken demeanor , and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.
- End-User Support
- Serve as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).
- Support end-users across macOS and Windows 10/11 environments.
- Provide remote assistance using Zoom, Teams, and other collaboration tools.
- Assist with access issues, password resets, MFA support, and basic software troubleshooting.
- Issue Troubleshooting & Escalation
- Troubleshoot hardware and software issues related to:
- Office 365 (Outlook, Teams, OneDrive)
- VPN, RDP, internet/network connectivity
- Printing, conference room equipment, endpoint configurations
- Escalate unresolved technical issues to L2/L3 support based on standard SLAs.
- Record all actions, communications, and outcomes in the ticketing system.
- Stakeholder Engagement & Communication
- Communicate technical solutions clearly to users with varying technical skill levels.
- Maintain professionalism when working with international colleagues and leadership.
- Exhibit excellent verbal and written English communication with a courteous and empathetic approach.
- Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.
- Device and Access Management
- Assist with user onboarding/offboarding (Active Directory, Azure AD, O365).
- Perform basic macOS user configuration and application setup.
- Coordinate device provisioning, handoffs, and return logistics.
- Track assets in alignment with company inventory procedures.
- Security and Compliance
- Guide users on secure password practices and endpoint protection basics.
- Detect and report unusual behavior or phishing incidents to the security team.
- Ensure compliance with IT security policies in daily support tasks.
- Evaluate and recommend new technologies and solutions to improve operations.
- Drive innovation and continuous improvement within the IT infrastructure.
- Plan and execute technology upgrades and modernization efforts.
- Implement backup solutions and ensure data integrity and availability.
- Vendor Management and Collaboration :
- Manage relationships with vendors and service providers.
- Evaluate and select third-party solutions and services.
- Coordinate with external partners for support and services.
- Ensure vendor deliverables meet organizational standards and requirements.
- Communication Skills :
- Effective Communication : Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.
- Soft-spoken demeanor , and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.
Essential
- Bachelor's Degree in Computer Science, Information Technology, or equivalent.
- 3-5 years in an IT Helpdesk or Desktop Support role.
- Soft-spoken and user-friendly demeanor – with an empathetic approach.
- Multi-regional collaboration – ability to support and engage across global teams.
- Problem-solving mindset – proactive, patient, and calm under pressure.
- Flexible to work on different time zone.
Technical qualifications
- Exposure to ticketing systems like Salesforce Service Cloud , Jira, or ServiceNow.
- Technical Skills
- Operating Systems: Windows 10/11, Windows Servers, macOS (basic to
intermediate level)
- ITSM Tools: Salesforce Service Cloud (must), Jira, Remedy
- Collaboration Tools: Microsoft 365, Teams, OneDrive, Zoom, Slack
- User Access: Active Directory, Azure AD, MFA tools
- Endpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring
basics
This advertiser has chosen not to accept applicants from your region.
8