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Job 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.
Bachelors degree required. Preferred in Information Technology or a related field.
- Minimum of 3 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.
- ITIL Foundation certification.
- Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams)
- Familiarity with Mac OS and Conference room equipments.
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- 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.
Job Information Technology
Primary Location India-Karnataka-Bengaluru
Schedule: Full-time
Travel: No
Req ID: 261303
Job Hire Type Experienced Not Applicable #BMI N/A
Skills
It Asset ManagementItilItsmIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Burns & McDonnell is a highly esteemed, employee-owned engineering, architecture, construction, environmental, and consulting solutions firm based in Kansas City, Missouri. With a rich history dating back to 1898, the company has grown into a global leader, providing comprehensive services that span from initial planning and consulting to design-build and construction management. Burns & McDonnell is dedicated to developing innovative and sustainable solutions across various sectors, including energy, aviation, commercial, and defense, among others. Their commitment to excellence and client satisfaction has established them as a trusted advisor and partner in addressing complex challenges. By leveraging a multidisciplinary approach and cutting-edge technologies, Burns & McDonnell aims to make the world a safer, more efficient, and more sustainable place to live and work, demonstrating a steadfast commitment to improving communities and the environment.
Important dates & deadlines?
Application Deadline
21 Jul 26, 01:37 PM IST
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