Greetings from upGrad Learning Support Centre, Pune.
NOTE: This recruitment drive is entirely cost-free for all eligible and interested candidates. Refer your friends also.
Company & Job Details
Company Name: Compucom
Position: IT Service Desk Tech 1 (IT Support Technician)
Experience: 0–2 Years
Salary: 3.2 LPA + Allowances
Job Location: Kharadi, Pune
Mode of Work: Work from Office
Shift: 24×7 Rotational Shifts
Certification (Preferred): ITIL Certification
Role Overview
We are looking for a dedicated and proactive IT Support Technician to join as an IT Service Desk Tech 1. This role involves rotational 24×7 support operations with work from office. The candidate will be the first point of contact for end-user issues and will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.
Roles and Responsibilities
- Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
- Collaborate with team peers to provide best-in-class customer service for aligned tasks.
- Provide first-line support for hardware, software, network, and application-related problems.
- Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
- Maintain a basic understanding of Major Incident Management (MIM).
- Work with tools such as ServiceNow, Genesys, LogMeIn Rescue (LMI), and BeyondTrust (Bomgar).
- Diagnose and resolve advanced IT-related issues involving software, O365, and Windows operating systems.
- Assist with password resets, account lockouts, user account management, and Active Directory/ARS platforms.
- Set up, diagnose, and resolve MTR/AV-related issues.
- Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
- Monitor service desk queues and prioritize requests based on urgency and impact.
- Install, configure, and maintain desktops, laptops, printers, and mobile devices.
- Assist with software installations and updates, ensuring systems remain up to date and secure.
- Manage Intune device configurations and updates.
- Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
- Follow company policies and procedures, ensuring compliance with IT security and privacy standards.
- Demonstrate patience and empathy when assisting customers who may be frustrated or inexperienced with technology.
- Work effectively as a team player and contribute to continuous improvement.
- Recommend updates to the Knowledge Base (KB) database.
Required Qualifications
- 0–2 years of experience in Service Desk/Technical Support – L1.
- Ability to provide support through voice calls, emails, and self-service tickets.
- Willingness to work in a 24×7 rotational shift environment.
- Excellent communication and customer service skills to support global customers.
- Experience with advanced Active Directory, O365, software installation, printers, and other standard applications.
- Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Good knowledge of ticketing systems such as ServiceNow.
- Strong problem-solving and troubleshooting skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Excellent verbal and written communication skills, including the ability to explain technical issues to non-technical users.
- Strong customer service orientation with a focus on user satisfaction.
- Ability to manage time effectively and prioritize tasks based on urgency.
Additional Benefits & Information
- Salary: 3.2 LPA + Allowances
- Transportation: Pick-up and drop door-step transportation*
- Work Mode: Work from Office
- Shift Timings: 24×7 rotational shifts; evening shifts often start at 5:30 PM IST.
- Insurance: Group Health, Life, and Accidental Insurances.
- Preferred Certification: ITIL Certification.
How to Apply
Interested candidates can apply using the application link provided by the recruiter.
TO APPLY CLICK ON THIS LINK: https://forms.gle/hyxebsaA7gwiScn8A
Regards,
upGrad Learning Support Centre, Pune
Contact Us: +91 7030105105
Address: 503, Kotibhaskar Business Court, Opp. Karishma Society, Off Karve Road, Pune
Instagram: https://www.instagram.com/upgradofflinepune
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