Job Description

Job Locations: Pune & Bangalore

Job Category: IT Support / Service Desk / Technical Support

Employment Type: Full-Time

Salary: Up to ₹7 LPA, depending on role, grade, and relevant experience

Job Overview

We are hiring experienced professionals for Service Desk and Technical Support roles across Pune and Bangalore. Candidates should possess relevant technical support or international customer support experience, strong communication skills, and the ability to troubleshoot technical issues while meeting defined service quality and SLA standards.

Location-Wise Hiring Requirements

1. Pune – Service Desk / Technical Support

Minimum Experience: 1 year
Process: International Voice
Shift: US Night Shift
CTC: Up to ₹5.5 LPA
Benefits: Night shift allowance applicable; cab facility available

2. Bangalore – Grade 2A / 3A

Grade: 2A / 3A
Experience: Relevant experience as per grade
CTC: Up to ₹7 LPA

Roles & Responsibilities

Handle technical support interactions and understand user issues through effective questioning and troubleshooting.
Diagnose and resolve technical issues related to operating systems, applications, account access, hardware, and connectivity.
Provide support for Windows OS, Microsoft 365/O365, VPN, MS Teams, printers, and related workplace technologies, where applicable.
Create, update, categorize, and track incidents and service requests using ticketing tools.
Follow standard troubleshooting procedures, escalation protocols, and Service Level Agreements (SLAs).
Resolve issues at first contact wherever possible and escalate complex issues to the appropriate technical teams.
Maintain accurate ticket documentation, including issue details, troubleshooting steps, and resolution status.
Follow security, authentication, data privacy, and process compliance requirements.
Maintain service quality, customer satisfaction, productivity, and schedule adherence.

Required Skills & Qualifications

Relevant experience in technical support, service desk, IT helpdesk, or a related customer support function.
For Pune, a minimum of 1 year of experience in an international voice process is mandatory.
For Bangalore, relevant experience must align with Grade 2A / 3A requirements.
Basic knowledge of Windows operating systems, Microsoft 365/O365, VPN, and connectivity troubleshooting.
Understanding of basic networking concepts such as IP, DNS, DHCP, and Wi-Fi is beneficial.
Familiarity with ticketing tools such as ServiceNow, Remedy, or equivalent platforms is an advantage.
Good verbal communication, analytical thinking, problem-solving, and customer-handling skills.
Ability to follow defined processes, meet SLAs, and work in the applicable shift environment.

Candidate Profile

Candidates should demonstrate a structured approach to troubleshooting, professional communication, ownership of customer issues, accurate documentation, and adherence to quality and security standards.