Jr. Associate - IT Support (Night shift)

Chris Johnson; Kalamassery; On-site; INR 250,000 - 420,000; Full time

Benefits offered by this job

Health insurance

Leave encashment

Provident Fund

Job summary

Chris Johnson invites applications for an IT Support role based in Kalamassery, Kerala. The candidate will monitor applications, respond to user queries, and manage tickets end-to-end, including escalation and incident handling. Night shifts and weekend rotations are required.

We expect a diploma/degree in IT or CS and at least 2 years of relevant experience. Familiarity with ServiceNow or Jira is beneficial, with good communication and problem-solving skills essential.

Qualifications

• Bachelor's degree/Diploma in IT, CS, Computer Applications, or related field.
• 02 years of experience in IT Support, Application Support, Technical Support, or Service Desk.
• Basic knowledge of IT applications, troubleshooting, and incident management.
• Familiarity with Ticketing tools such as ServiceNow, Jira, or similar is an advantage.
• Basic knowledge of SQL, Windows/Linux, and application monitoring is preferred.
• Good communication and problem-solving skills.
• Ability to work under SLA timelines and handle multiple Tickets.
• Willingness to work in night shift and weekends (5 days work with rotational week offs)

Responsibilities

• Monitor applications, systems, and alerts.
• Create, update, track, and resolve support tickets.
• Perform first-level troubleshooting for application issues.
• Analyze basic errors and application logs.
• Respond to user queries and provide timely support.
• Escalate unresolved or critical issues.
• Follow SLA, escalation, and incident management procedures.
• Maintain proper documentation of Tickets, alerts, and resolutions.
• Coordinate with internal teams for timely issue resolution.
• Participate in shift handovers and communicate pending Tickets and alerts.

Skills

IT support basics

Troubleshooting

Incident management

Ticketing tools familiarity

Communication skills

Education

Bachelor's degree/Diploma in IT/CS/CA

Tools

ServiceNow

Jira

Job description

Role & responsibilities:

• Monitor applications, systems, and alerts.
• Create, update, track, and resolve support Tickets.
• Perform first-level troubleshooting for application issues.
• Analyze basic errors and application logs.
• Respond to user queries and provide timely support.
• Escalate unresolved or critical issues.
• Follow SLA, escalation, and incident management procedures.
• Maintain proper documentation of Tickets, alerts, and resolutions.
• Coordinate with internal teams for timely issue resolution.
• Participate in shift handovers and communicate pending Tickets and alerts.

Preferred candidate profile:

• Bachelor's degree/Diploma in IT, Computer Science, Computer Applications, or related field.
• 02 years of experience in IT Support, Application Support, Technical Support, or Service Desk.
• Basic knowledge of IT applications, troubleshooting, and incident management.
• Familiarity with Ticketing tools such as ServiceNow, Jira, or similar is an advantage.
• Basic knowledge of SQL, Windows/Linux, and application monitoring is preferred.
• Good communication and problem-solving skills.
• Ability to work under SLA timelines and handle multiple Tickets.
• Willingness to work in night shift and weekends (5 days work with rotational week offs)

Perks and benefits:

• Health insurance
• Leave encashment
• Provident Fund