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Job Title: IT Support Specialist Experience: 3 Years Position Type: Full Time (Work From Office) Location: Okhla, NSIC (Delhi, India) Work Days: 5 Days a Week Job Summary: As an IT Support Specialist, you will provide exceptional technical support to both internal teams and external clients. Your role will involve troubleshooting IT issues, ensuring the smooth operation of hardware and software systems, and providing proactive assistance to prevent and resolve problems. You will serve as the first point of contact for IT support requests, ensuring efficient solutions are delivered on time, both physically and remotely. Your efforts will directly contribute to improving internal processes and enhancing the client experience. Key Responsibilities: Internal Team Support: Serve as the first point of contact for IT support requests from internal teams, ensuring issues are addressed promptly and efficiently, either in-person or remotely. Troubleshoot and resolve hardware, software, and network issues, providing solutions that minimize downtime and disruption to workflow. Install, configure, and maintain IT hardware and software systems, ensuring they meet company standards. Monitor and manage system performance, ensuring that any issues are proactively identified and resolved. Maintain accurate and up-to-date documentation of internal IT systems, processes, and troubleshooting steps. Ensure compliance with internal IT policies and security protocols, protecting organizational data and systems. Provide basic Windows administration, such as managing user accounts, password resets, and file/folder permissions. Coordinate and oversee IT-related training programs for enhanced cybersecurity awareness for employees. Client Support: Provide timely and accurate support to clients and partners according to defined Standard Operating Procedures (SOPs). Troubleshoot and resolve client-facing technical issues related to products or services, offering clear and concise solutions. Provide support for client account setup, ensuring seamless onboarding and technical assistance. Communicate effectively with clients to understand their issues and provide updates on resolution status. Escalate complex issues to the appropriate internal teams and follow up to ensure timely resolution. Maintain strong knowledge of company products and services to offer relevant support and guidance to clients. Contribute to improving the client experience by identifying common issues and suggesting process or product improvements. Ticket Management and Documentation: Utilize IT Service Management (ITSM) tools (e.g., Jira Service Management) to log, document, and track all IT support requests and issues. Follow up on outstanding support tickets, ensuring resolution within defined Service Level Agreements (SLAs). Create knowledge-base articles and troubleshooting documentation to streamline future issue resolution and promote self-service among users. Maintain internal support documentation, ensuring it is accurate and up-to-date with the latest procedures and workflows. Collaboration and Process Improvement: Work closely with cross-functional teams, including Product, Engineering, Sales, and Marketing, to resolve client issues and improve product offerings. Identify and document common client issues and provide feedback to improve support processes and product features. Assist in the development of new IT policies and processes aimed at improving internal efficiency and enhancing user satisfaction. Contribute to the creation and optimization of internal IT processes by identifying areas for improvement. Data Analysis and Reporting: Analyze client and internal support data to identify trends and patterns, and recommend improvements in support services. Track and report on support metrics, including response times, resolution times, and client satisfaction. Provide regular reports to IT management and other relevant stakeholders. Compliance and Security: Ensure compliance with internal IT policies, regulatory requirements, and best practices in areas like password management, data protection, and access provisioning. Help minimize downtime by ensuring that all issues are addressed quickly and efficiently, providing clear communication to minimize user impact. Requirements: Education: Bachelor’s degree in Information Technology or a related field (preferred). Experience: 3+ years of experience in an IT support role, preferably within the SaaS industry. Prior experience in managing AWS and Google Admin Console . Skills: Strong problem-solving abilities and technical troubleshooting skills. Proficiency in IT support tools like Freshdesk, Zendesk, Jira, or similar platforms. Familiarity with basic Windows administration and network troubleshooting. Strong verbal and written communication skills for internal team collaboration and client interactions. Ability to work independently and manage multiple tasks in a fast-paced environment. Knowledge of client support processes and experience with providing customer-facing support. Show more Show less
