Information Technology Technical Support

Job Title: IT Support & Technical Support Specialist – Remote Faculty & WFH User Support

Location: Noida

Exp 2+ Years

Position Overview:

We are seeking a proactive and detail-oriented IT Support & Technical Support Specialist to provide remote and on-site assistance to our work-from-home (WFH) faculty and users. This role requires strong troubleshooting skills across macOS, iPadOS, and Windows platforms, with an emphasis on real-time resolution and smooth user experience in a mission-critical education environment.

Key Responsibilities:

Remote & On-Site User Support:

Provide real-time support for macOS, iPadOS, and Windows systems, including Apple integrations (e.g., Sidecar, AirPlay).

Troubleshoot pantab devices (Huion/Wacom), external webcams, mic input/output, and other teaching peripherals.

Use AnyDesk, TeamViewer, or similar tools for secure remote access and technical support.

Set up and maintain optimal system performance: disk cleanup, app management, RAM/CPU usage, and software updates.

Install, configure, and maintain educational and utility software, VPN clients, annotation tools, and antivirus.

Address VPN disconnection issues, screen sharing failures, and live class disruptions promptly.

Network & Infrastructure Support:

Strong understanding of TCP/IP, DNS, and DHCP protocols.

Configure and manage routers, switches, and wireless access points.

Administer firewall systems (hardware/software) and ensure secure, consistent connectivity for WFH users.

Perform IT infrastructure health checks: updates, patches, driver installations, and system audits.

System Audits & Documentation:

Conduct weekly system audits and remote health checks across all connected user devices.

Maintain detailed technical documentation, including SOPs, setup guides, troubleshooting logs, and incident reports.

Collaborate with other IT teams to ensure standardized support across all remote teaching setups.

Communication & Collaboration:

Communicate fluently in English and Hindi, providing support and training to non-technical users.

Onboard and train new faculty on equipment usage, software tools, and best practices.

Deliver clear, step-by-step guidance in pressure situations during live classes.

Must-Have Qualifications & Skills:

Minimum 2 years of IT Support or Tech Support experience.

Strong hands-on experience with macOS, iPadOS, and Windows troubleshooting.

Experience with Apple Sidecar integration, webcam, and Pentab setup.

Proficient with AnyDesk, TeamViewer, and other remote support tools.

Strong troubleshooting mindset with excellent communication in both English and Hindi.

Ability to independently manage technical escalations and multiple concurrent issues.

Preferred Technical Competencies:

Network troubleshooting skills: IP conflict, latency, router-level issues.

Set up and troubleshooting of Pentab calibration, pen pressure settings, and lag issues.

Familiarity with VPN setup and firewall rules.

Experience performing OS installations, backup and restore, and remote driver updates.

Work Environment:

Remote-first position with occasional on-site coordination.

Support is required during scheduled live classes and during technical escalations.

Opportunity to work in a fast-paced, mission-critical education technology environment.