Helpdesk Engineer – Level 2 Service Center Associate

About the role

We are looking for a Service Center Associate (Level 2) to deliver IT support to internal users across a global organization. The role combines phone, email and remote assistance to ensure timely issue resolution and high‑quality customer service.

Key responsibilities

• Provide frontline IT support via phone, email and remote tools.
• Monitor, manage and resolve tickets in the ticketing system (ServiceNow).
• Troubleshoot Windows operating systems and resolve related issues.
• Reset network account passwords, unlock user accounts, and manage security token PINs.
• Create, manage and maintain user accounts and coordinate migrations.
• Document incidents, resolutions and support activities.
• Escalate and track issues through resolution.
• Ensure smooth shift handovers with global support teams.
• Participate in special projects and operational initiatives.
• Work in a 24 × 7 environment with rotational shifts and weekend coverage.

Required profile

• Bachelor's degree in any discipline.
• Minimum 2 years of experience in IT support or service‑desk operations.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and work collaboratively.
• Willingness to work rotational shifts and weekends.
• Experience supporting international users is a plus.

Required skills

• Windows troubleshooting.
• Remote support tools.
• ServiceNow ticketing platform.
• Incident management.
• User account management (creation, password reset, unlock).
• Access management and security token PIN reset.
• Email and phone support.