Technical Support – Technical Service Desk Full Time NEW

Hello All,

Greetings from ZettaMine!!!

Job Title: Technical Support – Technical Service Desk

Required Communication Skills

• English
• Italian

Location: Bengaluru

Years of Experience: 3–5 Years

Notice Period: Immediate Joiners

Project Specific Prerequisite Skills:

Proficient in handling both English and Italian Service Desk calls, with strong troubleshooting skills across Windows OS issues, Active Directory (user access, password, group management), SAP printers, VPN and network connectivity, Email/M365 support, L1 end-user troubleshooting, and ServiceNow, complemented by effective incident management and professional call-handling procedures.

Role Overview

The ideal candidate must have hands-on experience resolving technical issues via phone, chat, and email in a Service Desk environment.

Key Responsibilities – L1 Technical Support

• Handle all inbound calls, chats, and emails for the Service Desk.
• Manage tickets where L1 engineers require assistance.
• Handle basic L1 queries from end users.
• Correctly log incidents and faults, categorizing and prioritizing them in line with team procedures.
• Diagnose and quickly resolve a wide range of Windows application issues.
• Provide troubleshooting support for internet and VPN issues.
• Escalate issues to the appropriate resolver group when resolution is beyond the scope of L1 support using the IT Ticketing System.
• Install, upgrade, support, and troubleshoot printers and related computer hardware.
• Work with Citrix and VPN-related issues.
• Customize and configure desktop hardware to meet specifications and business standards.
• Perform email account administration, including account creation, management, and distribution lists in Office 365.
• Demonstrate robust queue management abilities.
• Perform user account administration, including account creation, management, and password resets in Active Directory.
• Assist end users with basic software, hardware, and peripheral device operations.
• Take ownership and responsibility for queries, issues, and problems and document them in the ITSM tool.
• Possess basic knowledge of Networking, Virtualization, Mac OS, web-based and installable applications.
• Exhibit a good understanding of computer systems, mobile devices, and other technology products.
• Efficiently manage technical escalations.
• Demonstrate good knowledge of Incident Management.
• Quickly coordinate Major Incident (MIM) tickets by engaging relevant resolver teams.
• Provide On-Call support when required.

Technical Skills – Good to Have

• Active Directory
• Citrix
• Office 365
• Microsoft Windows
• Mobile Operating Systems (Android/iOS)
• SharePoint
• Knowledge of Laptop, Desktop, and Tablet-related issues
• VPN Troubleshooting
• Mobile Device Management (MDM)
• Excel Reporting

Required Background Experience

• Any Graduate
• Minimum 3 years of experience in a Service Desk environment
• Hands-on experience working with ITSM tools such as ServiceNow, Remedy, or similar platforms
• Experience in providing technical support through phone, email, and chat channels
• Strong incident management, ticket handling, and troubleshooting skills

Mandatory Skills

• English & Italian Language Proficiency
• Service Desk / Technical Support Experience
• Windows OS Troubleshooting
• Active Directory Administration
• Office 365 Support
• VPN & Network Connectivity Troubleshooting
• ServiceNow / ITSM Tools
• Incident Management
• Printer & Hardware Support
• L1 End User Support

If you are interested kindly share your updated CV to aruna.m@zettamine.com or WhatsApp to 6302404863.

Thanks & Regards,

Aruna.M