Infrastructure Technology Specialist

HR Operations / Global Hiring Compliance / Talent Acquisition - Strategic Recruitment Manager  Roles/Responsibilities   Act as the first point of contact for IT-related issues and service requests via phone, email, or ticketing system.
Provide Level 1 and Level 2 support for hardware, software, network, and application issues.
Diagnose and resolve complex technical problems, escalating to higher support tiers when necessary.
Ensure timely resolution of incidents and service requests in accordance with SLAs.
Maintain accurate documentation of issues, solutions, and processes in the knowledge base.
Monitor and manage ticket queues, ensuring prioritization and timely follow-up.
Collaborate with other IT teams for problem resolution and system improvements.
Participate in root cause analysis and implement preventive measures.
Support onboarding/offboarding processes, including account creation and access management.
Assist in continuous improvement initiatives for service desk operations.
Qualifications   5–6 years of experience in IT Service Desk or technical support roles.
Strong knowledge of Windows OS, MS Office Suite, Active Directory, and basic networking.

Experience with ITSM tools (e.g., Service Now, Remedy, or similar).
Familiarity with ITIL processes and best practices.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to work in a fast-paced environment and handle multiple priorities.
Willingness to work in shifts (including night shifts if required).

#J-18808-Ljbffr