IT Support Specialist

Role: Service Desk & Remote Support Services

Experience: 1+

Budget: 3 LPA

Location: Noida

Work Mode: Full-Time(On-site)

Roles & Responsibilities

:
First Level Technical Suppo

• rtProvide first-level technical support via phone, email, and Helpdesk ticketing syste
• m.Troubleshoot and resolve hardware, software, and network issue
• s.Escalate complex problems to appropriate IT team
• s.Collaborate with IT teams to implement new technologies and improve system

s.Enrolment Suppo

• rtSupport for enrolments, re-enrolments, and machine reset

s.OKTA Related Requirements / Issu

• esSupport for OKTA MFA/MFA setup, manual authentication process, and fast pas

s.Account Related Issu

• esUnlock IDs, resolve OKTA and Windows login issue
• s.Handle password resets and account lockout

s.SSO Password Res

• etPassword reset for employees and contractor

s.Access Provisioni

• ngApplication access, Wi-Fi setu
• p.Addition to IBEX and NorthCEE security group
• s.Shared drive and printer acces

s.Vulnerability Remediati

• onSupport for resolving compliance and Windows patching issue

s.Troubleshooting / Remediatio

• nsMachine freeze issues, BitLocker, login issue
• s.Device drivers and basic network/connectivity issue

s.
Application-Level Issues & Reque

• stsSupport for MS Office (Outlook, Excel, PP
• T).Zscaler, operating system, VPN, DAP policy, Global Protect, Air Watch, Azu
• re.Cisco AnyConnect, Citrix client, and browser issu

es.Documentat

• ionDocument all support activities and solutions in the Helpdesk syst
• em.Create Knowledge Base articl
• es.Maintain KPIs for service levels and timely ticket resoluti
• on.Handle general queri

es.Coordination Ro

• lesMonitor alerts, log tickets, share SOPs, manage logs and closur
• es.Coordinate with other teams, update ticket status, and follow
• up.Facilitate conference bridges, raise tickets, coordinate RMAs, and manage logisti
• cs.Prepare reports and share with relevant tea