IT Customer Service Representative

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a IT Customer Service Representative in India. This role sits at the center of IT infrastructure support operations, ensuring seamless service delivery and a strong end-user experience across a fast-paced corporate environment. You will be responsible for maintaining IT service continuity, managing incidents, and ensuring that SLAs are consistently met across all support activities. Acting as a key escalation and coordination point, you will work closely with cross-functional teams, vendors, and leadership users to resolve technical issues efficiently. The role requires strong technical troubleshooting skills combined with a customer-first mindset and the ability to operate in a 24/7 multi-shift environment. You will also contribute to continuous improvement initiatives aimed at enhancing IT processes, tools, and service quality. This is a high-impact support leadership role where responsiveness, precision, and communication directly influence business productivity.
• Accountabilities In this role, you will lead IT infrastructure service delivery operations while ensuring optimal system availability, user support, and adherence to IT standards and SLAs across a dynamic enterprise environment. Lead IT infrastructure service delivery and ensure SLAs are consistently met. Manage incident, issue, and outage resolution including investigation and restoration activities. Coordinate with cross-functional teams and external vendors to ensure timely issue resolution. Provide technical support for devices such as laptops, tablets, smartphones, and network peripherals. Ensure compliance with IT policies, procedures, ITIL practices, and security standards. Diagnose and resolve technical issues to minimize disruption to end users and leadership teams. Support training and guidance for users on IT tools, systems, and best practices. Identify and drive process improvements to enhance IT service efficiency and reliability. Operate in a 24/7 multi-shift environment and provide continuous operational support. Requirements The role requires strong expertise in IT infrastructure support, service management, and end-user troubleshooting within enterprise environments, along with leadership experience in managing support operations. 6+ years of experience in Microsoft Windows and cloud-based IT infrastructure management. Minimum 2 years of experience in team or shift management roles. Strong understanding of ITIL processes including incident, problem, and change management. Hands-on experience in IT operations, service desk, and enterprise support environments. Knowledge of hardware, software, networking, and security best practices. Experience supporting executive or leadership-level users is an advantage. Strong troubleshooting, analytical, and problem-solving skills. Familiarity with Microsoft 365, desktop transformation, and network infrastructure (preferred). Certifications such as CompTIA A+, MCP, CCNA, or cloud certifications are a plus. Strong communication skills with a customer-centric and service-oriented mindset. Benefits Competitive compensation aligned with experience Opportunity to work in a global enterprise IT environment Exposure to large-scale infrastructure and service management operations Career growth opportunities in IT support and operations leadership Learning and certification support in cloud and IT service technologies Inclusive and collaborative work culture Experience working in a 24/7 global support framework
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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