EXO Edge Advantage India Pvt. Ltd. Looking for L1/L2 – Global IT Help Desk Support at Mohali, Punjab Full Time

EXO Edge is looking for experienced L1/L2 IT Service Desk professionals to join our 24×7 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, and procedures and ensuring 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, and 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 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:
Bachelor’s degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience

1+ 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.

Job Location:
Mohali