Support Specialist, ESD

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Specialist, ESD based in India.

This role provides first-line technical support to end users within a global, 24/7 Enterprise Service Desk environment.

You will troubleshoot a broad range of hardware, software, access, account, and connectivity issues while delivering a high-quality customer experience.

The position combines technical problem-solving with strong communication, empathy, and a customer-first approach.

You will use ServiceNow and internal knowledge resources to document, resolve, and efficiently manage incidents and service requests.

When issues require deeper expertise, you will coordinate appropriate escalations while maintaining clear communication with end users.

The role also offers opportunities to strengthen your technical capabilities through team training and continuous improvement initiatives.

This is an ideal opportunity for an experienced service desk professional who enjoys working collaboratively in a fast-paced, customer-focused environment.

Accountabilities:

• Provide first-line technical support to end users through phone, email, chat, and self-service portals.
• Diagnose and resolve technical issues involving desktops, laptops, printers, peripherals, and common software applications.
• Assist users with password resets, account unlocks, access requests, and other account-related support needs.
• Provide remote technical assistance using appropriate remote support tools.
• Troubleshoot common network connectivity issues, including internet access and VPN connections.
• Document, categorize, track, and manage incidents and service requests through the ServiceNow ITSM ticketing system.
• Escalate complex or unresolved technical issues to appropriate higher-level support teams while maintaining ownership of the user experience.
• Adhere to established service level agreements and performance targets.
• Use the internal knowledge base to resolve recurring issues efficiently and contribute to improved knowledge resources.
• Drive customer satisfaction through proactive communication, effective troubleshooting, and first-call resolution wherever possible.
• Deliver a professional and empathetic customer experience by demonstrating patience, positive communication, and a service-oriented mindset.
• Explain technical issues, solutions, and next steps clearly and concisely to users with varying levels of technical knowledge.
• Participate in team training, development, and continuous improvement initiatives to strengthen service quality and technical capabilities.

Requirements

• 3+ years of service desk experience, preferably within a Managed Services Provider (MSP) environment.
• Strong technical background with practical experience supporting end users in enterprise IT environments.
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office 365.
• Knowledge of Mac OS is an advantage but is not required.
• Experience managing incidents and service requests within an IT service management environment.
• Familiarity with IT Service Management concepts, practices, and procedures; strong ITIL knowledge or certification is preferred.
• Experience using ServiceNow or a comparable ITSM ticketing platform is preferred.
• Experience with remote assistance and troubleshooting tools.
• Strong analytical and problem-solving skills, with the ability to diagnose issues methodically and efficiently.
• Excellent written and verbal communication skills, combined with strong interpersonal and customer service abilities.
• Customer-centric mindset with a strong commitment to service excellence and user satisfaction.
• Excellent time management and organizational skills, with the ability to manage multiple priorities under pressure.
• Collaborative team-player mentality and the ability to work effectively with colleagues and support teams.
• Continuous improvement mindset and willingness to develop technical knowledge and service delivery skills.
• Bachelor’s degree or equivalent in Computer Science, Information Systems, or a related field.
• Technical certifications such as CompTIA A+, Microsoft certifications, or similar credentials are an advantage.
• Willingness and ability to work in a 24/7 support environment.

Benefits

• Fully remote position based in India.
• Full-time employment within a global Enterprise Service Desk environment.
• Opportunity to work in a 24/7 technical support operation serving end users across a broad IT environment.
• Exposure to enterprise technologies including Windows, Microsoft 365, Azure AD, Active Directory, Exchange, VPN, and ServiceNow.
• Opportunities for technical training, professional development, and continuous skills improvement.
• Collaborative environment focused on customer service excellence, knowledge sharing, and continuous improvement.
• Opportunity to develop expertise in enterprise IT service management and end-user support.
• The source posting does not specify a salary range, healthcare coverage, leave policy, or additional benefits package.