Information Technology Help Desk Support

Are you a technical problem-solver who thrives in real-time user support Do you excel at communicating complex technical solutions clearly and confidently to US corporate clients

We are seeking a customer-centric, high-caliber IT Service Desk Specialist to join our IT Infrastructure & Support team! In this role, you'll serve as the front-line expert delivering live technical support across Windows 11, Active Directory, and cloud productivity ecosystems.

• Department: IT Infrastructure & Support
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• Work Shift: 100% US Shift (5:30 PM – 3:00 AM IST)
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• Support Channels: Live Voice, Interactive Chat & Remote Desktop Sessions
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• Target Audience: US End-Users & Corporate Clients

• Real-Time Live Support: Deliver immediate, high-touch technical assistance via phone, chat, and remote administration tools.
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• OS & Hardware Diagnostics: Troubleshoot and resolve complex issues across Windows 11 environments, business software, and workstation hardware.
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• Identity & Access Management: Execute Active Directory tasks including user onboarding/offboarding, access management, credential resets, GPO, and migration support.
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• Cloud Productivity: Support end-user operations across Microsoft 365 (Exchange, Teams, OneDrive, and SharePoint).
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• Network & Security: Troubleshoot VPN connectivity, client Wi-Fi, MFA, basic IP routing, and authentication issues.
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• Incident Lifecycle Management: Log, classify, escalate, and resolve tickets adhering strictly to SLAs and ITIL best practices.

• Fluent Spoken & Written English: Excellent clarity, pronunciation, and ease in handling unscripted live calls with native US speakers.
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• Live Interactive Experience: Hands-on background in Voice/Call + Remote Desktop Support (Pure back-end or email-only support experience will not qualify).
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• Technical Depth: Deep troubleshooting skills in Windows 11 OS and hands-on Active Directory administration (user management, rights assignment, system config—beyond basic password scripts).
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• Shift Commitment: 100% commitment to working the US Night Shift.
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• Methodology: Solid practical understanding of ITIL incident management processes.

• Hands-on experience with Microsoft 365 Admin Center (cloud account & mailbox management).
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• Hands-on exposure to Enterprise Ticketing Tools (ServiceNow, Jira, or Zendesk).
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• Experience using Enterprise Remote Support tools (Bomgar, AnyDesk, TeamViewer).
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• Basic networking knowledge (VPN, MFA, DNS/DHCP).
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• Prior experience supporting direct US corporate clients/users.