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IT Support & Incident Technician
Location: Bangalore (Marthahalli), Mumbai (Goregaon/Worli)
Job Summary
We are seeking a versatile and proactive IT Support & Incident Technician to oversee daily IT operations, handle Level 2 software/infrastructure escalations, and manage hardware lifecycles. In this role, you will bridge the gap between hands-on desktop support and advanced application troubleshooting, ensuring seamless technology delivery for our local and remote end-users, including VIP executives.
If you thrive in fast-paced environments, possess strong problem-solving skills, and have a passion for exceptional customer service, we want you on our team.
Key Responsibilities
- Incident Resolution & Tier 2 Support: Troubleshoot, repair, and maintain hardware, operating systems, and a wide range of applications (in-house, 3rd party, and market data). Provide white-glove support for VIPs and executives.
- Deployment & Hardware Lifecycle: Image, configure, and deploy desktops, laptops, IP phones, and mobile devices for new hires and hardware refreshes. Handle asset decommissioning and offboarding collection.
- Infrastructure & Inventory Management: Monitor and maintain hardware stock levels. Oversee IT/comms room housekeeping, data patching, and provide early-stage planning and execution support for office moves and corporate events.
- Remote Work Support: Facilitate secure work-from-home setups, assisting users with connectivity, corporate laptops, and virtual machine (VDI) environments.
- Ticket & Queue Management: Actively manage, document, and resolve requests within enterprise ticket-tracking systems, ensuring adherence to SLAs/OLAs.
Required Qualifications & Skills
- Experience: Minimum of 3–4 years of experience in an enterprise Desktop Support, Service Desk, or Level 2 IT support role. (Financial industry experience is a plus).
- Technical Proficiency: Strong knowledge of Windows OS, hardware configurations, enterprise applications, and ticketing platforms (e.g., ServiceNow, Jira).
- Core Competencies: Exceptional communication and interpersonal skills; proven ability to work independently under pressure and meet tight deadlines.
- Flexibility: Ability to participate in a rotating on-call schedule and work outside standard business hours (including weekends) for deployments and infrastructure events.
Preferred Plusses
- Certifications: CompTIA A+, Network+, MCSA, CCENT, or ITIL foundations.
- Automation: Basic shell scripting knowledge (PowerShell, CMD line).
- Leadership: Experience leading or mentoring junior team members.
Pay: ₹400,000.00 - ₹500,000.00 per year
Work Location: In person
