We are seeking a dedicated and skilled Technical Support Associate to join our dynamic team. This role requires the flexibility to operate in a 24/7 environment, ensuring seamless support for our users. As the first point of contact, you will address technical issues reported by users, delivering exceptional service through various communication channels.
Key Responsibilities:
Primary Contact for Technical Issues: Serve as the initial point of contact for users reporting technical difficulties via phone, email, or chat. Accurately log all interactions in the ticketing system, ensuring detailed documentation.
Issue Resolution and Escalation: Perform first-line troubleshooting using available resources and documented procedures. Resolve issues within the support scope and escalate complex cases to Level 2 (L2) support teams when necessary.
Adherence to SLAs: Respond to and resolve reported issues within the defined Service Level Agreement (SLA) timelines, ensuring timely and effective solutions.
Knowledge Contribution: Document lessons learned from issue resolutions and contribute to the creation of Knowledge Articles to enhance the team’s knowledge base.
Priority Issue Management: Communicate high-priority issues to relevant stakeholders promptly and coordinate until resolution, ensuring clear and timely updates.
Accurate Documentation: Maintain detailed and precise records of all interactions and resolutions in the IT Service Management (ITSM) tool.
Required Technical Skills:
Voice Call Handling: Exceptional ability to manage voice calls while multitasking efficiently in a fast-paced environment.
Email and Chat Communication: Strong written communication skills for drafting professional emails and engaging in chat-based support, with the ability to multitask effectively.
Infrastructure Monitoring: Solid understanding of infrastructure components and the ability to interpret and respond to related alerts.
Microsoft Exchange: In-depth knowledge of Microsoft Exchange client functionality and configuration.
Active Directory (AD): Familiarity with Active Directory, Proxy, DNS, and Group Policy management.
Networking: Basic understanding of LAN setup, routing, switching, and passive networking components.
Desktop Security: Knowledge of antivirus deployment, updates, patch management, monitoring, and reporting.
Device Management: Expertise in build management, OS deployment, application installation, troubleshooting, and hardware knowledge for desktops, laptops, and handheld devices.
Remote Troubleshooting: Proven experience in remotely diagnosing and resolving issues on desktops, laptops, notebooks, iPhones, and network printers.
Printer Management: Hands-on experience managing both local and network printers, with familiarity in Lexmark printer systems.
ITSM Tools: Proficiency in using IT Service Management tools such as HPSM, BMC Remedy, ServiceNow, or CA Service Desk, along with monitoring tools.
ITIL Processes: Strong understanding of ITIL processes and procedures to ensure standardized and efficient service delivery.
A+ Certification Knowledge: Familiarity with A+ processes and procedures for hardware and software troubleshooting.
Knowledge Management (KM): Ability to review, create, and maintain knowledge articles to support team efficiency.
Microsoft Office: Advanced proficiency in supporting MS Office suite and other standard software applications.
Candidate Requirements:
Candidates must possess technical knowledge and experience as outlined in the job description.
Both freshers and experienced professionals are welcome to apply.
Strong problem-solving skills, attention to detail, and a customer-centric approach are essential.
Requirements: Bring two copies of your resume. Ensure the name MARINA is mentioned on your resume.
Submission: Share your CV in PDF format (for both freshers and experienced candidates) via WhatsApp at 8309307880.
Why Join Us?
This is an exciting opportunity to work in a fast-paced, technology-driven environment where you can leverage your technical expertise and customer service skills. As a Technical Support Associate, you will play a critical role in ensuring user satisfaction and operational efficiency. Your contributions to issue resolution and knowledge management will directly impact the team’s success and growth.
Note: Only candidates with relevant technical knowledge and experience as per the job description will be considered. We look forward to meeting you at the walk-in interviews!
