Job Title

Support Smarter. Solve Faster. Grow Globally. Kickstart your IT career in a role that keeps global teams connected and systems running smoothly-no relocation needed. If you're ready to sharpen your troubleshooting skills, work with real-world support tickets, and make your mark in a fast-paced service desk environment, this international opportunity is your next move. In this role, you'll help users resolve essential technical issues, strengthen customer experience through fast solutions, and gain international exposure that boosts your long-term career growth-so you can make your mark in the tech space with confidence.Job Description As a Junior Service Desk Technician, you will provide first and second level IT support, monitor service queues, troubleshoot desktop and laptop issues, manage user accounts, and ensure requests are resolved within service level agreements. You'll also help maintain documentation and support continuous improvements in customer service delivery.Job Overview Employment type: Full-timeShift: Night shift | Weekends OffWork setup: Work from Home (India)Exciting Perks Await!Competitive packageMedical life insuranceWork-from-home setupStandard government and Emapta benefitsWell-equipped, modern, and accessible officesEmployee engagementMentorship and exposure to global leaders and teamsDiverse, inclusive, and supportive cultureTransparent performance managementUnlimited upskilling through Emapta Academy coursesThe Qualifications We Seek Required QualificationsAt least 1 year of experience in a Service Desk, IT Support, or Helpdesk role (Level 1/entry-level support)Basic knowledge of Windows OS, desktop/laptop troubleshooting, and workstation setupExperience in user account management (e.g., Active Directory, password resets, onboarding/offboarding)Familiarity with ticketing systems and SLA-driven environmentsBasic understanding of IT security best practices (account security, data protection, endpoint security)Ability to provide first- and second-level support for hardware, software, and access-related issuesStrong problem-solving and analytical skillsGood documentation skills (e.g., how-to guides, process documents, knowledge base articles)Strong communication and customer service skills; able to explain technical issues clearly to non-technical usersAbility to work independently, use sound judgment, and prioritize tasks effectivelyWillingness to render after-hours or on-call support as neededTeam-oriented, with the ability to collaborate across departmentsPreferred Qualifications (Advantageous)Experience with system imaging and deployment toolsExposure to third-party support or deployment providersBasic understanding of networking fundamentalsExperience supporting onboarding and offboarding processesYour Daily TasksMonitor the support queue to ensure customers receive prompt responses while meeting contractual service level agreements for Level 1 issues, including but not limited to:Password resets (AD, 3rd party software, telephone voicemail PIN resets)User account creations for new hires and terminations for employee separationWorkstation setup for new hire/usersPerform desktop and laptop system image management and deployment to ensure efficient system deliveryIntegrate with 3rd party deployment and support providers as requiredPerform first and second level support, troubleshooting, and tuning for all desktop and laptops for issues reported to the service deskUnderstand and implement security best practices and work with security specialists to minimize vulnerabilitiesUnderstand and comply with all contractual SLAs, policies, and proceduresExercise discretion and independent judgment when dealing with client requests, incidents, and feedbackBuild credibility and trust with client customers and departments by providing solutions to inquiries and problemsMaintain relationships with customers by understanding their needsAnalyze and recommend alternative solutions to meet customer needsIdentify areas of opportunity to improve communications and operational efficiency to improve customer satisfactionSupport the team process and participate on cross-functional teamsCreate and maintain documentation to build knowledge and provide training when necessaryBe available to take after-hours on-call support as necessaryComplete other duties as assignedAbout the Client Our client is a technology services organization that helps businesses stay secure, productive, and supported through reliable IT solutions. With a strong focus on efficiency, responsiveness, and customer experience, they provide the kind of service desk environment where IT professionals can grow their technical expertise, strengthen communication skills, and gain exposure to real-world support operations across global teams.Welcome to Emapta India - Your Gateway to Professional Excellence! At Emapta India, we believe in fostering a community where your career aspirations align seamlessly with the stability of our growing organization. Join us in this journey where your professional dreams not only take root but also thrive in the vibrant landscape of Sri Lankan culture. Our diverse portfolio of international clients across various industries and a proven track record of success provide a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips In India, Emapta opens the door to a unique opportunity. With over 1,000 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more reach your full potential and dreams without the need to leave the country and work abroad. #EmaptaEra