Junior Service Desk Technician

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-time

Shift: Night shift | Weekends Off

Work setup: Work from Home (India)

Exciting Perks Await!

• Competitive package
• Medical life insurance
• Work-from-home setup
• Standard government and Emapta benefits
• Well-equipped, modern, and accessible offices
• Employee engagement
• Mentorship and exposure to global leaders and teams
• Diverse, inclusive, and supportive culture
• Transparent performance management
• Unlimited upskilling through Emapta Academy courses

The Qualifications We Seek

Required Qualifications

• At 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 setup
• Experience in user account management (e.g., Active Directory, password resets, onboarding/offboarding)
• Familiarity with ticketing systems and SLA-driven environments
• Basic 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 issues
• Strong problem-solving and analytical skills
• Good 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 users
• Ability to work independently, use sound judgment, and prioritize tasks effectively
• Willingness to render after-hours or on-call support as needed
• Team-oriented, with the ability to collaborate across departments

Preferred Qualifications (Advantageous)

• Experience with system imaging and deployment tools
• Exposure to third-party support or deployment providers
• Basic understanding of networking fundamentals
• Experience supporting onboarding and offboarding processes

Your Daily Tasks

• Monitor 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 separation
• Workstation setup for new hire/users
• Perform desktop and laptop system image management and deployment to ensure efficient system delivery
• Integrate with 3rd party deployment and support providers as required
• Perform first and second level support, troubleshooting, and tuning for all desktop and laptops for issues reported to the service desk
• Understand and implement security best practices and work with security specialists to minimize vulnerabilities
• Understand and comply with all contractual SLAs, policies, and procedures
• Exercise discretion and independent judgment when dealing with client requests, incidents, and feedback
• Build credibility and trust with client customers and departments by providing solutions to inquiries and problems
• Maintain relationships with customers by understanding their needs
• Analyze and recommend alternative solutions to meet customer needs
• Identify areas of opportunity to improve communications and operational efficiency to improve customer satisfaction
• Support the team process and participate on cross-functional teams
• Create and maintain documentation to build knowledge and provide training when necessary
• Be available to take after-hours on-call support as necessary
• Complete other duties as assigned

About 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.

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