Job Overview
- Role: Technical Support Associate (Service Desk)
- Location: Pune, Maharashtra
- Experience: Freshers / Experienced
- Qualification: Graduate / Diploma / 12th Pass
- Key Skills: Service Desk, Troubleshooting, Active Directory, O365
Job Description
The team is looking for Technical Support Associates to serve as the First Point of Contact for users reporting technical issues. The role requires working in a 24*7 environment and handling interactions via Voice, Email, and Chat. Candidates must have a good understanding of Infrastructure Monitoring, Windows OS (7, 8.1, 10), and ITIL concepts. You will be responsible for resolving P1/P2 issues, managing tickets in tools like ServiceNow/BMC Remedy, and documenting knowledge articles.
Roles and Responsibilities
- Incident Management: Recording all interactions in the Ticketing System and resolving issues within support boundaries.
- Troubleshooting: Performing remote troubleshooting for Desktops, Laptops, iPhones, Network printers, etc.
- User Support: Acting as the first line of defense for end-users and ensuring issues are addressed as per SLA timelines.
- Technical Tasks: Managing Active Directory (AD), Proxy, DNS, Group Policy, and antivirus deployment.
- Communication: Handling Voice calls, Emails, and Chats professionally to support International Customers.
- Documentation: Documenting learnings and contributing to Knowledge Articles.
Skills and Eligibility Criteria
- Educational Background: High school (12th), Diploma, or Graduate in any stream.
- Experience: Open to both Freshers and Experienced candidates.
- Mandatory Technical Skills:
- OS Knowledge: Windows 7, 8.1, 10, and smartphone OS.
- Microsoft Tools: Office 365, Exchange Client configuration.
- Networking: LAN setup, basic routing/switching, and passive networking.
- ITSM Tools: Experience on HPSM, BMC Remedy, ServiceNow, or CA Service Desk.
- Competencies:
- High level of Communication Skills (International Voice/Chat).
- Flexibility to work in a 24*7 environment is mandatory.
- Knowledge of ITIL processes and Incident Management.