Technical Support Associate

Job description

• Provide first-level troubleshooting support for software, hardware, and network-related issues.
• Respond to and resolve user queries via call, email, and ticketing systems.
• Install, configure, and update computer systems, applications, and peripheral devices.
• Assist in diagnosing and resolving network connectivity problems.
• Document and track support requests, ensuring timely follow-up and resolution.
• Escalate complex technical issues to higher-level support teams when necessary.
• Provide guidance and training to users on software applications and best practices.
• Maintain and update IT support documentation, including FAQs and troubleshooting guides.
• Ensure compliance with IT security policies and procedures.
• Understanding of iOS and Knox android devices.
• Collaborate with the IT team to improve system performance and user experience.

What You ll Bring

• Bachelor s degree in computer science, Information Technology, or a related field (preferred).
• Strong knowledge of Windows, macOS operating systems.
• Familiarity with networking, Active Directory and SCCM concepts (TCP/IP, DNS, DHCP, VPN, etc.).
• Experience with troubleshooting hardware components such as desktops, laptops, mobile devices and printers.
• Basic understanding of IT security tools
• Excellent problem-solving and analytical skills.
• Strong communication skills, both written and verbal.
• Ability to work independently and in a team-oriented environment.
• Willingness to work in a rotating shift schedule, including weekends if required.

Role: Technical Support - Voice / Blended

Industry Type: Management Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: Any Graduate

PG: Any Postgraduate