**Description** * Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow). * Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals. * Maintain accurate and timely updates of all assigned tickets within the ServiceNow system. * Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user. * Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems. * Ensure all service level agreements (SLAs) are met and documented appropriately. * Participate in documentation of technical processes, FAQs, and knowledge base articles. * Support IT asset management and inventory processes. * Provide remote and in-person support as needed. * Participate in on-call rotation or extended hours support, if required. **Qualifications** Qualifications Required: * Bachelor's degree required. Preferred in Information Technology or a related field. * Minimum of 3 years of experience in an IT Service Desk or technical support role. * Proficient in using ServiceNow for ticketing and ITSM processes. * Strong knowledge of Windows OS, Office 365, and common laptops and user applications. * Understanding of networking fundamentals (TCP/IP, DNS, DHCP). * Experience with Active Directory and basic user management tasks. * Excellent verbal and written communication skills. * Strong customer service orientation and troubleshooting abilities. Preferred: * ITIL Foundation certification. * Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams) * Familiarity with Mac OS and Conference room equipment. Working Conditions * Ability to work in rotational shift for 24x7 support to users across the globe. * Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery. **Job** Information Technology **Primary Location** India-Maharashtra-Mumbai **Schedule:** Full-time **Travel:** No **Req ID:** 251773 **Job Hire Type** Experienced Not Applicable #BMI N/A