Triage Support Specialist- IT Service Desk

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Experience: 3+ yrs

Location: Gurugram, Haryana, India

Job Type: Full-time

We are looking for an experienced IT End User Support Specialist to provide high-quality technical support and ensure employees can effectively use the organisation's technology environment. The role combines hands-on troubleshooting, end-user support, device administration, onboarding, IT training, documentation, and technology enablement.

The ideal candidate will have strong experience supporting both macOS/Apple and Windows environments, a structured troubleshooting approach, excellent communication skills, and a strong customer-service mindset.

Key Responsibilities

• Provide first-line and advanced end-user IT support across hardware, software, applications, access, and connectivity issues.
• Diagnose and troubleshoot technical issues across macOS, Apple hardware, Windows, and PC environments.
• Provide support through ticketing systems, chat, email, phone, video, and in-person interactions.
• Investigate issues systematically, identify root causes, and resolve incidents efficiently.
• Escalate complex or specialised issues to the appropriate technical teams with clear troubleshooting information.
• Support employees with technology-related questions and help them maximise the effective use of available tools.
• Provide technical training and guidance to employees and develop self-service resources where appropriate.
• Lead regular new-hire IT orientations and support Day 1 onboarding activities.
• Assist with device provisioning, user setup, access, and technology onboarding requirements.
• Participate in IT support on-call rotations and respond to critical issues when required.
• Maintain detailed documentation of incidents, resolutions, procedures, and recurring issues.
• Develop and maintain knowledge-base articles, user guides, and self-service documentation.
• Manage software access and licence requests, including coordination of approvals and fulfilment.
• Collaborate with internal IT and business teams to improve support processes and employee technology experience.
• Identify recurring technical issues and recommend process or technology improvements.
• Maintain a high standard of service, communication, responsiveness, and professionalism across all support interactions.
• Work flexible hours, including evenings, nights, weekends, or holidays, based on business requirements.

What Makes You a Great Fit

• 3+ years of experience in IT end-user support, desktop support, technical support, or a similar role.
• Hands-on experience supporting macOS and Apple hardware in an enterprise environment.
• Strong working knowledge of Windows and PC environments.
• Strong diagnostic and troubleshooting skills with experience resolving real-world technical issues end-to-end.
• Familiarity with technologies such as Zoom, Slack, Google Workspace, VoIP, Okta, Jamf, Meraki, Jira, Confluence, and Oomnitza is preferred.
• Strong understanding of endpoint administration, user access, software installation, device configuration, and IT support processes.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Calm, patient, and empathetic approach when supporting users under pressure.
• Ability to manage and prioritise multiple technical issues simultaneously.
• Strong customer-service mindset with a focus on delivering an exceptional employee experience.
• Ability to work independently while collaborating effectively with broader IT and technical teams.
• Strong documentation and knowledge-management skills.
• Proactive approach with a genuine desire to continuously develop technical expertise.
• Comfortable participating in on-call rotations and flexible work schedules when required.