Location and Timings
India – Remote
EST Hours
Responsibilities:
- Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.
- Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.
- Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.
- Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.
- Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.
- Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.
- Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.
- Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations.
- Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.
- Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.
- Proactively identify recurring support issues and recommend process, documentation, or system improvements.
Requirements:
Education: Bachelor’s degree in computer science required but not mandatory.
Work Experience: 3-5 years of hands-on experience in service desk, desktop support within a professional environment.
Technical Skills (Preferred)
- Desktop and Laptop hardware; workstation accessories
- Strong remote troubleshooting skills
- Windows 11 / Mac OS
- Antivirus management
- O365 administration and troubleshooting
- ITSM/ITIL-based ticketing systems – Preferably ServiceNow
- iOS & Android device support
- Basic Network knowledge
- Printer troubleshooting
- Active Directory fundamentals and basic administration
- Basic understanding of Office 365 Administration
- Remote support tools (e.g., Bomgar)
Additional Skills
- Strong verbal and written communication skills
- Excellent customer service mindset
- Ability to work collaboratively and manage multiple priorities
The ideal candidate works well independently with minimal supervision, is a strong team player, eager to learn, hard-working, flexible, and able to provide quality support.
Skills Required
- 3-5 years of hands-on service desk or desktop support experience in a professional environment
- Bachelor's degree in Computer Science
- Experience supporting desktop and laptop hardware and workstation accessories
- Strong remote troubleshooting skills
- Windows 11 and MacOS support
- Antivirus management experience
- Microsoft 365 administration and troubleshooting
- ITSM or ITIL-based ticketing system experience, preferably ServiceNow
- iOS and Android device support
- Basic networking knowledge
- Printer troubleshooting experience
- Active Directory fundamentals and basic administration
- Remote support tools experience, such as Bomgar
- Strong verbal and written communication skills
- Excellent customer service mindset
- Ability to collaborate and manage multiple priorities
- Ability to work independently with minimal supervision
What We Do
Trinity Life Sciences is a modern partner to companies in the life sciences industry with nearly 30 years of expertise. The firm combines strategy, insights, and analytics to help life science executives with clinical and commercial decision-making. Serving over 300 pharmaceutical, biotech, and medical device clients, Trinity helps them develop the right drugs and devices for today’s market and optimize them once in market.
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