IT Client Service Advisor

The IT Client Service Advisor provides advanced technical troubleshooting for operating systems, LAN, MS Outlook, and end‑user technologies. The role involves managing Severity 1–3 incidents, leading L1/L2 engineers, and ensuring timely resolution of desktop, laptop, Windows application, and networking issues. The advisor works closely with internal teams and external stakeholders to deliver high‑quality customer service. A working understanding of network, voice, and server infrastructure is required, along with exposure to SAP, Oracle, Citrix, DHCP, DNS, Active Directory, and VMware. The position also includes supporting IT Manager–assigned tasks and adhering to organizational processes and standards.

• Deliver strong technical troubleshooting support across operating systems, LAN, Microsoft Outlook, and related end‑user technologies.
• Diagnose and resolve escalated technical issues from end users, ensuring minimal downtime.
• Manage and resolve Severity 1, 2, and 3 incidents as per defined SLAs.
• Coordinate and collaborate with various IT functions to handle escalations effectively.
• Communicate effectively with internal and external stakeholders, including clients and cross‑functional teams.
• Support desktops, laptops, Windows applications, and networking‑related issues as part of L2 responsibilities.
• Leverage strong knowledge of Windows 10 and Windows 11 environments for issue resolution.
• Perform additional IT duties and tasks assigned by the IT Manager.
• Ensure high levels of customer service by interacting with business teams and providing timely support.
• Maintain adherence to organizational processes, guidelines, and procedures.
• Utilize exposure to SAP, Oracle, Citrix, DHCP, DNS, Active Directory, and VMware to enhance service delivery.
• Demonstrate a working understanding of network, voice, and server functions within IT infrastructure.

• Good technical troubleshooting skills.
• Good oral and written communication skills. Good Analytical skills.
• Strong understanding of application: OS, LAN & MS Outlook.
• Ability to coordinate and collaborate among different functions within IT. Ability to Handle Escalations."
• Excellent communication and coordination skills.  Diagnosing and resolving escalated technical issue.  Must have team handling ability to L1 and L2engineers.    
• Basic understanding of network, voice and server functions in IT infrastructure.
• Should be able to handle internal and external stakeholders. Should be able to communicate with clients and IBM cross towers.
• Attend and resolve IT incidents (Severity 1,2,3) as per SLA.As an L2 support role, diagnosing and resolving escalated technical issues primarily on desktops/laptops and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
• Strong knowledge on OS (Windows 10/Windows 11). 
• Performing miscellaneous job-related duties and tasks as assigned by the IT manager.
• Need to interact with business whenever required so need to possess excellent communication skills and ensuring that a high level of customer service and support is provided to all internal and external customers. Understanding of network, voice and server functions in IT infrastructure.
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures. Exposure to SAP, Oracle and Citrix environment and strong knowledge in DHCP, DNS, AD and VMWARE will be an added advantage.

Required Technical and Professional Expertise:

·       Good communication skills.

·       Knowledge of IT infrastructure (Server/LAN/WAN)

·       Can communicate with internal and external stakeholders.

Preferred Technical and Professional Experience: -  

• Should have at least 2 years’ experience in managing / handling IT infrastructure. 
• End User Support on the Windows, applications troubleshooting.

Required Education: Bachelor’s Degree

Preferred Education: ITIL knowledge, MCSE

Eligibility Requirements: Good communication skills

Shift: Rotational Shifts(APAC/EMEA/NA)

Is Extensive Time Away from Home Required

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