Support Specialist, ESD

Job not on LinkedIn

🔥 12 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ATSG

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1994

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

ATSG is a managed IT services provider (now operating as XTIUM) that delivers cloud, networking, security, and unified communications solutions for mid-size and enterprise customers. It offers Desktop-as-a-Service (DaaS), Infrastructure-as-a-Service (IaaS), managed security and detection (MDR), managed network services, AI consulting, professional services, and 24/7 enterprise helpdesk and field services. The company positions itself as an AI-powered, full-stack IT partner that consolidates vendor stacks, ensures compliance and high availability, and acts as an extension of internal IT teams to secure and optimize operations.

📋 Description

• Provide first-line technical support to client end-users via phone, email, chat, and self-service portals • Diagnose and resolve issues with desktops, laptops, printers, peripherals, and common software applications • Assist with password resets, account unlocks, and access requests • Provide remote assistance when applicable • Troubleshoot network connectivity issues, including internet access and VPN connections • Document and track incidents and requests in the ServiceNow ITSM ticketing system • Escalate complex issues to higher-level support teams • Adhere to service level agreements and meet performance targets • Use the internal knowledge base to resolve common issues and improve efficiency • Drive customer satisfaction through proactive communication and first-call resolution • Communicate technical information clearly and concisely • Participate in team training and development initiatives • Contribute to a premium, hospitality-focused customer experience

🎯 Requirements

• 3+ years of service desk experience in an MSP environment • Excellent verbal and written communication skills • Strong interpersonal skills • Excellent problem-solving and analytical skills • Customer-centric approach with a focus on service excellence • Ability to work effectively under pressure and manage multiple priorities • Continuous improvement mindset • Incident and request management experience • Team player and collaborative • Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365 • Familiarity with IT Service Management concepts, practices, and procedures • Strong ITIL knowledge or certification preferred • Technical certifications such as CompTIA, A+, or MSCE are a plus • Experience using ServiceNow ticketing system preferred • Experience using remote assistance tools • Excellent time management skills • A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field • Strong technical background • Willingness to work in a 24/7 support environment

🏖️ Benefits

• 24/7 global Enterprise Service Desk environment • Team training and development initiatives • Continuous learning and professional growth opportunities • Remote work arrangement