L1 / L2 - Global IT Help Desk Support - Mohali @ Exo Edge India Llp

EXO Edge is looking for experienced L1/L2 IT Service Desk professionals to join our 24x7 IT helpdesk team providing L1/L2/L3 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 at EXO Edge, you will be:

Primarily focused on:

• Ensuring smooth IT support operations

• Contributing to help desk policies, procedures and ensure their implementation

• Enrichment of IT support knowledge base and training

Fulfilling the below roles and responsibilities:

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.

• 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 of workstations, printers, and peripherals.

• Establishing good relationships with all departments and colleagues.

• Ensuring company safety and security standards are met.

Bringing in the below education and experience:

• Bachelors degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience

• 3+ years of experience supporting phone, email, and live chat support for a global IT support team preferably for the US region

Technically sound in:

• Ticketing tools: ServiceNow, Zendesk, etc.

• Property Management systems: Yardi, Entrata, and RealPage

• 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, Windows 10, Azure, and PowerBI

• Laptop and Desktop devices, Oracle ERP, Salesforce, Workday, etc.