Application Support

Tech Mahindra; Hyderabad; On-site; INR 300,000 - 500,000; Full time

Job summary

Tech Mahindra in Hyderabad seeks a capable IT Helpdesk professional to be the first point of contact for international clients. You will manage tickets via ServiceNow, perform initial triage, and escalate complex issues to L2 or engineering teams as needed.

The role requires 1–2 years of experience in Technical/IT Support, familiarity with Windows, ITSM tools, and SaaS applications, with strong communication and meticulous documentation skills.

Qualifications

• Bachelor's degree in computer science/IT/engineering or equivalent experience.
• 1-2 years of experience in Technical Support or IT Support environments.
• Experience with ticketing/ITSM platforms such as ServiceNow.

Responsibilities

• Act as the first point of contact via phone, email, and support portal.
• Create, update, categorize, prioritize, and route tickets in ServiceNow or designated ITSM tools.
• Provide timely customer communication and updates throughout the case lifecycle.
• Perform initial triage and follow approved troubleshooting procedures, runbooks, SOPs, and knowledge articles.
• Assist customers with common and known issues within the approved L1 support scope.
• Gather logs, screenshots, error messages, system details, and reproduction steps as required.
• Support password resets, user account administration, and access-related requests following approved procedures.
• Escalate unresolved or complex issues to L2 Support, Engineering, or Product teams with complete documentation.
• Follow defined escalation processes for priority incidents.
• Identify recurring issues and knowledge gaps and support continuous improvement initiatives.

Skills

IT concepts

Troubleshooting

Windows

ITSM tools

ServiceNow

SaaS apps

Password management

Networking basics

Customer communication

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

Job description

Role & responsibilities

1 year of International Client experience is neccessary.

Act as the first point of contact via phone, email, and support portal.

Create, update, categorize, prioritize, and route tickets in ServiceNow or designated ITSM tools.

Provide timely customer communication and updates throughout the case lifecycle.

Perform initial triage and follow approved troubleshooting procedures, runbooks, SOPs, and knowledge articles.

Assist customers with common and known issues within the approved L1 support scope.

Gather logs, screenshots, error messages, system details, and reproduction steps as required.

Support password resets, user account administration, and access-related requests following approved procedures.

Escalate unresolved or complex issues to L2 Support, Engineering, or Product teams with complete documentation.

Follow defined escalation processes for priority incidents.

Identify recurring issues and knowledge gaps and support continuous improvement initiatives.

Preferred candidate profile

Good understanding of general IT concepts and troubleshooting methodologies.

Ability to understand customer-reported technical issues and determine the appropriate troubleshooting or escalation path.

Familiarity with Windows operating systems, web-based applications, user account administration, password management, basic networking concepts, and ITSM tools.

Ability to collect, review, and document logs, screenshots, and supporting information required for troubleshooting and escalation.

Exposure to SaaS applications or software support environments is advantageous.

Soft Skills

Strong verbal and written communication skills.

Customer-focused mindset with strong problem-solving abilities.

Ability to follow defined processes, procedures, and escalation workflows.

Strong attention to detail and documentation quality.

Preferred Qualifications

Experience supporting SaaS or enterprise software products.

Experience with ServiceNow.

ITIL Foundation certification (preferred but not mandatory).

Required Qualifications

Bachelor's degree in computer science, Information Technology, Engineering, or related discipline, or equivalent experience.

1-2 years of experience in Technical Support, Product Support, Service Desk, Application Support, or IT Support environments.

Experience working with ticketing or ITSM platforms such as ServiceNow or similar tools.

International Client experience is neccessary.