Support Specialist, ESD

📋 Description

• Provide first-line technical support to end users through phone, email, chat, and self-service
• Diagnose and resolve technical issues involving desktops, laptops, printers, peripherals, and
• Assist users with password resets, account unlocks, access requests, and other account-related
• Provide remote technical assistance using appropriate remote support tools.
• Troubleshoot common network connectivity issues, including internet access and VPN connections.
• Document, categorize, track, and manage incidents and service requests through the ServiceNow ITSM

🎯 Requirements

• 3+ years of service desk experience, preferably within a Managed Services Provider (MSP)
• Strong technical background with practical experience supporting end users in enterprise IT
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office 365.
• Knowledge of Mac OS is an advantage but is not required.
• Experience managing incidents and service requests within an IT service management environment.
• Familiarity with IT Service Management concepts, practices, and procedures; strong ITIL knowledge

🎁 Benefits

• Fully remote position based in India.
• Full-time employment within a global Enterprise Service Desk environment.
• Opportunity to work in a 24/7 technical support operation serving end users across a broad IT
• Exposure to enterprise technologies including Windows, Microsoft 365, Azure AD, Active Directory
• Opportunities for technical training, professional development, and continuous skills improvement.
• Collaborative environment focused on customer service excellence, knowledge sharing, and continuous