IT Support Technician (Hyderabad)

As an IT Support Technician in our office , you will play a crucial role as the first line of technical support for our entire workforce. Your responsibilities extend beyond traditional IT support to include virtual onboarding of new employees to our technologies, ensuring a seamless and efficient integration into our digital ecosystem.

Primary Responsibilities:

• First Point of Service Excellence:

  Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time.

• Remote Assistance Mastery:

  Utilize various remote tools, web meetings, email, service desk tickets, and instant messaging to deliver prompt and effective solutions to end-users.

• Closure Rate Optimization:

  Achieve a high closure rate for first-level support by leveraging a diverse set of remote software tools to troubleshoot and resolve technical issues.

• Thorough Documentation:

  Document all resolutions and escalations meticulously within our internal ticketing system to ensure a comprehensive and organized record of IT support activities.

• Hardware Configuration and Troubleshooting:

  Configure and troubleshoot a range of devices, including computers, thin clients, Mac computers, and peripherals necessary for our work-at-home operations.

• Procedural Adherence and Continuous Improvement:

  Follow established procedures while occasionally exercising sound judgment. Contribute to the development of new standard operating procedures as we acquire new technologies, with a focus on meticulous task documentation.

• Process Enhancement:

  Improve existing processes by evaluating objectives, reviewing proposed changes, and making recommendations to enhance efficiency and effectiveness.

• Information Security Compliance:

  Reinforce information security compliance across all IT support activities.

Certifications (a plus):

• Network+
• Virtualization tools knowledge.
• VMWare.
• GCP.

Knowledge/Skills:

• 3+ years of work experience in a fast-paced IT desktop support role; BPO experience is preferred.
• Proficiency in Windows Operating Systems and Microsoft Office 365.
• Proficiency in Mac OS Operating System and software products.
• Proficiency with computer hardware, thin client hardware, software, VPN, and remote computer tools.
• VMware knowledge.
• Knowledge of Windows Active Directory.
• MFA knowledge in configuring and managing end-users.
• Excellent written and verbal communication skills with the ability to interact with non-tech users.
• Flexibility to work evening and weekend hours when needed.
• Ability to learn and understand new and potentially complex products.
• Strong problem-solving skills.
• Demonstrates honesty, integrity, and teamwork.
• Adaptable to change and able to work under pressure.
• Good time management skills and ability to multitask.
• Maintains high standards of ethical and professional conduct.