5-6+ years of enterprise help desk/service desk experience
Mandatory experience with Google Workspace
Proficiency with Windows 10/11, Microsoft 365/Azure services, and ITSM tools (e.g., ServiceNow)
Strong troubleshooting, problem resolution and communication skills with ability to work independently
Requirements:
Take client calls from US and other countries, open incident or request tickets, actively monitor the ticket queue, and classify/respond to incidents and requests
Triage and troubleshoot complex end-user issues across hardware, operating systems, remote access, and cloud services; act as escalation resource for L1
Perform complex User Account Management (UAM) and Identity Access Management (IAM), including creation/deletion of accounts, password resets and group membership
Document troubleshooting steps, follow SOPs and SOP-related guides, and fulfill administrative duties to support Service Desk operations using ITSM tools like ServiceNow
Job description
Provide L2 Service Desk support by handling client calls, managing incident/request tickets, troubleshooting end-user, hardware, OS, and cloud issues, and acting as an escalation point for L1. The role includes User and Identity Access Management, support for Microsoft 365, Azure services, Windows OS, and Google Workspace, and working with ITSM tools like ServiceNow while following SOPs and documenting resolutions. Ideal candidates have 5–6+ years of enterprise help desk experience with strong troubleshooting and communication skills.
Responsibilities
Take client phone calls from US and other countries, open Incident or Request tickets
Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests
Triage and troubleshoot complex end user support issues
Act as escalation resource for the L1
Perform complex User Account Management (UAM) and Identity Access Management (IAM)
Triage customer calls per specified severity levels
Execute first attempt to resolve the customer call
Troubleshoot end user hardware, operating system and remote access
Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies
Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership
Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work
Detailed notetaking of troubleshooting steps performed
Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication standards
Skill & Experience
5 years (prefer 6+) Help Desk/Service Desk experience, preferably at the enterprise level
Prior experience with G Suite / Google Workspace is mandatory.
Excellent troubleshooting and problem resolution skills
Ability to think and act independently when faced with a new or undocumented issue
Ability to determine whether issues are at local PC, virtual desktop or Cloud based server/applications.
Windows 10/11 OS
Adept with the following Microsoft admin centers and able to complete basic tasks without guidance:
365 Admin Center
Exchange Admin Center
Entra Admin Center
Intune Admin Center
Working knowledge and understanding of the following Azure Services:
Privileged Identity Management (PIM)
Entra ID
Azure Virtual Desktop
Compute Infrastructure | Virtual Machines
Supporting Windows Server OS, Azure/M365 and Partner Center, Exchange, InTune, SharePoint, OneDrive,Teams.
Virtual Desktop topology & support
Advanced troubleshooting -ability to determine root cause without assistance or documentation
Clear and concise communicator
Confident and able to perform all of the above with little to no need for guidance
Additional Requirements
Must be proficient at English, both written and verbal
Must be able to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operation Procedures (SOPs) and "How To" guides
Experience with ServiceNow or similar ITSM/Ticketing platform
