Sr.Technical Support Analyst
Posted
Summary
Provides 24x7 first-line IT support at a Mumbai office: troubleshooting hardware, software, and network issues for employees, deploying Windows/macOS/Linux workstations, managing accounts via Active Directory/Azure AD, and logging and resolving tickets in ITSM tools like ServiceNow, Jira, or Freshservice.
24 x 7 rotational shift. Weekly off as per roaster plan.
Key Responsibilities
• Technical Troubleshooting: Diagnose and resolve hardware, software, and networking issues for local and remote end-users via phone, email, chat, or in-person walk-ups.
• Deployment & Setup: Install, configure, and upgrade operating systems (Windows, macOS, Linux) and standard office automation software (e.g., Microsoft 365, Google Workspace). Assemble and deploy workstations, laptops, printers, and peripherals.
• Ticket Management: Log, monitor, track, and close all support requests using our internal IT service ticketing system (e.g., [ServiceNow / Jira / Freshservice]). Escalate complex system failures to the appropriate tier-3 infrastructure or engineering teams when necessary.
• Identity & Access Management: Manage user accounts, password resets, and network resource permissions utilizing Active Directory, Azure AD, or similar directory services.
• Network & Connectivity Support: Troubleshoot core connectivity issues, including Local Area Networks (LAN), Wi-Fi setups, VPN configurations, and remote access systems.
• Security & Compliance: Ensure endpoint security by implementing patch updates, maintaining antivirus scans, and monitoring data encryption protocols.
• Asset & Inventory Tracking: Maintain accurate technical documentation and log corporate hardware/software licenses to track equipment lifecycles.
• User Orientation: Provide basic onboarding and technical guidance to employees regarding software applications and security best practices.
Required Skills & Qualifications
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent hands-on experience).
• Experience: [1–3+ years] of proven experience working as a desktop support engineer, IT helpdesk technician, or technical support specialist.
• Operating Systems: Advanced familiarity with Windows 10/11, macOS, and system diagnostics.
• Networking Protocol: Solid grasp of TCP/IP, DNS, DHCP, and secure remote desktop utilities.
• Hardware Proficiency: Deep understanding of internal computer components (RAM, storage upgrades, chipsets) and mobile device synchronization.
• Soft Skills: Outstanding customer service demeanor, strong active listening habits, and clear verbal and written communication skills.