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

Bachelor's degree required. Preferred in Information Technology or a related field.

Minimum of 2 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.
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Preferred:

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.

This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.

IT Engineer

Description