Executive

Serve as the first point of contact for customers seeking technical assistance over the phone or email. Provide L1/L2 remote support for incidents and service requests, diagnose and resolve hardware, software, network, and application issues remotely, log and track tickets in ITSM tools (ServiceNow, Jira, etc.), classify and prioritize tickets per SLA, handle password resets and user provisioning, escalate unresolved issues with proper documentation, ensure timely ticket closure with quality notes, support Windows/Mac OS, Office 365, Outlook, Teams, and enterprise applications, resolve VPN/connectivity issues, monitor queues and recurring incidents, perform basic system checks and patch verification, maintain incident records, contribute to knowledge base and SOPs, follow ITIL processes, comply with security policies, ensure data privacy, and provide cross-functional support for 24x7 operations. Technical skills include Active Directory and general IT infrastructure knowledge, IT service desk experience, and strong written and verbal communication. Nice-to-have ITIL certification. This role is based in Gurugram, India, and involves in-person IT support with 2+ years of SD environment experience. Graduates or equivalent degrees are encouraged to apply.