Job description:
Job Description
Do
• Excellent communication skills
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Answer incoming calls and respond to customer's emails in timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support he user,
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.
Key ResponsibilitiesEnd-User Support
Install, configure, and troubleshoot laptops, printers, scanners, and software/apps.
Manage compliance tools like Intune, Zscaler, Antivirus, Windows Defender & Patch updates.
Provide admin-level support for Windows & macOS.
Resolve daily incidents with timely updates in the ticketing system.
Deliver seamless onboarding support ensuring Day-One Delight for new joiners.
Meeting Room & Infra Support
Manage IT infrastructure in meeting rooms: MTR, Cisco, Logitech, Poly, booking panels, AV equipment.
Participate in Major Incident Management calls and support location-specific technical needs.
Handle IT escalations related to infrastructure and services.
Network & Cloud Support
Basic knowledge of Cisco Meraki, Azure, Intune, GSuite, Internet links.
Strong network troubleshooting skills and understanding of network terminologies.
Asset Management (IMAC)
Execute IMAC (Install, Move, Add, Change) requests.
Handle daily asset operations: new shipments, allocations, releases.
Maintain daily/weekly/monthly asset reports and conduct quarterly reconciliations.
Coordinate with vendors for hardware replacements and maintain call logs.
Audit, Compliance & Governance
Support ISO, Cyber, and Risk audits.
Maintain audit readiness checklists and act as the IT contact for mock/live audits.
Liaise with internal/external auditors and support documentation needs.
Service Improvement & Collaboration
Initiate site-specific improvements to enhance service delivery and customer satisfaction.
Review infra health, backups, and endpoint compliance; take remediation actions as required.
Share technical knowledge with team members; assist in resolving complex issues.
Engage effectively with end-users, executives, and global teams.
Support dashboards, reports, and presentations for management (desirable skill).
Selection CriteriaQualifications
BE / B.Tech / equivalent.
The applicant must have full working rights in Australia.
Experience
1–2 years experience in Intune, Azure Cloud, Zscaler, Cortex.
Prior IT support experience for Executive / C-level leadership preferred.
Experience with global domain teams is a plus.
Certifications (Preferred)
ITIL V3, ISO, Prince2, MPM.
Competencies
Strong understanding of IT hardware, software, and organizational IT processes.
High self-drive, willingness to learn, and strong teamwork.
Excellent communication & interpersonal skills.
Flexibility to work 24x7 shifts or odd hours.