Skills and Experience

Essential

• Strong troubleshooting capability across IT and telecommunications domains
• Good knowledge of networking fundamentals, enterprise connectivity, and telecom products/services
• Experience with ServiceNow or similar ITSM tools
• Good understanding of Incident Management, Request Management, ticket triage, escalation handling, and SLA management
• Strong communication, customer handling, and documentation skills

Preferred

• 3 to 6 years of experience in a Service Desk, Business Service Desk, Technical Support, or NOC support role
• Experience working at Level 1.5/2 support capability
• Exposure to enterprise customer support and vendor coordination
• Certifications in Networking, Microsoft, or ITIL are advantageous