IT Customer Service Representative
New
India, 24/7 multi-shift environmentFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 6+ years
- Required Skills
- NetworkingTroubleshootingTeam management
Requirements
- 6+ years of experience in Microsoft Windows and cloud-based IT infrastructure management.
- Minimum 2 years of experience in team or shift management roles.
- Strong understanding of ITIL processes including incident, problem, and change management.
- Hands-on experience in IT operations, service desk, and enterprise support environments.
- Knowledge of hardware, software, networking, and security best practices.
- Experience supporting executive or leadership-level users is an advantage.
- Strong troubleshooting, analytical, and problem-solving skills.
- Familiarity with Microsoft 365, desktop transformation, and network infrastructure (preferred).
- Certifications such as CompTIA A+, MCP, CCNA, or cloud certifications are a plus.
- Strong communication skills with a customer-centric and service-oriented mindset.
Responsibilities
- Lead IT infrastructure service delivery and ensure SLAs are consistently met.
- Manage incident, issue, and outage resolution including investigation and restoration activities.
- Coordinate with cross-functional teams and external vendors to ensure timely issue resolution.
- Provide technical support for devices such as laptops, tablets, smartphones, and network peripherals.
- Ensure compliance with IT policies, procedures, ITIL practices, and security standards.
- Diagnose and resolve technical issues to minimize disruption to end users and leadership teams.
- Support training and guidance for users on IT tools, systems, and best practices.
- Identify and drive process improvements to enhance IT service efficiency and reliability.
- Operate in a 24/7 multi-shift environment and provide continuous operational support.
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