ROLE
– Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
– Ensure SLA adherence and timely ticket closure
– Escalate critical incidents to L2/L3 teams or vendors with proper documentation
– Provide L1/L2 support for laptops and desktops including OS installation, formatting, and upgrades
– Troubleshoot hardware issues such as RAM, screen, and peripheral failures
– Support business applications including Outlook, AutoCAD, PDF tools, and antivirus
– Support LAN/WAN, ILL/MPLS connectivity, and troubleshoot network outages
– Configure and manage routers, switches, access points, firewalls, VPN, CCTV, and biometric devices
– Work with OEM devices including Aruba, Fortinet, Cisco, Juniper, HP, and Cyberoam
– Manage allocation, tracking, and recovery of IT hardware and software assets
– Maintain asset details including warranty, license, and assignment records
– Coordinate with vendors and OEMs for repair and replacement
– Support Active Directory user management and endpoint security tools
– Provide troubleshooting and live support for Zoom, Google Meet, and Microsoft Teams meetings
– Coordinate with infrastructure vendors and service providers
– Prepare and maintain IT MIS reports
– Support audit and compliance requirements

REQUIREMENTS
– Strong hardware troubleshooting and networking fundamentals
– Hands-on experience with ITSM tools
– Good communication skills in English and Hindi
– Ability to manage multiple incidents and priorities