Senior IT Specialist

IT Support Specialist :

Summary :

The IT Support Specialist provides technical assistance and support to end-users for hardware, software, and network issues. This role involves troubleshooting problems, answering questions, and ensuring users can effectively utilize technology. The IT Support Specialist is often the first point of contact for IT-related inquiries and plays a crucial role in maintaining user satisfaction.

Responsibilities:

Technical Support:

• To Provide first-level technical support to end-users via phone and email.
• Work with our IT Director USA to diagnose and resolve hardware, software, and network problems.
• Work with our technical team Member to troubleshoot issues with desktops, laptops, printers, mobile devices, and other peripherals.
• Assist users with operating systems (Windows, macOS, etc.), applications, and network connectivity.
• Escalate complex issues to senior IT staff as needed. Help Desk Operations.
• Log and track support requests in a ticketing system.
• Prioritize and manage support tickets based on urgency and impact.
• Follow up with users to ensure timely resolution of issues.
• Maintain accurate records of support activities.
• User Account Management:
• Create, modify, and delete emails companywide.
• Create, modify, and delete user accounts across platforms (billing, OTAs, etc).
• Build out and maintain secure password sharing platform companywide.
• Reset passwords and manage user permissions.
• Assist users with account access and login issues.
• Due diligence – when on- and off-boarding hotels, ensuring we have ownership and access to all necessary platforms. Work with departments to get lists of necessary information. Software and Hardware Installation.
• Install and configure software applications.
• Set up and deploy new computers and other hardware.
• Assist with hardware maintenance and repairs.

Documentation and Training:

• Create and maintain documentation for common issues and solutions.
• Develop and deliver training to end-users on software and hardware.
• Contribute to the IT knowledge base. Inventory Management:
• Track and manage IT inventory, including hardware, software, and peripherals for both US and India locations.
• Assist with procurement of IT equipment.

Other Duties:

Stay up-to-date with the latest technologies and support trends. o Participate in on-call rotation for after-hours support (if applicable). o Perform other duties as assigned. Qualifications: Bachelor's degree in a related field

Proven experience in IT support or a related role :

• Strong understanding of computer hardware, software, and networking concepts Excellent troubleshooting and problem-solving skills Strong communication and interpersonal skills in both English and Gujarati Ability to work independently and as part of a team Ability to prioritize and manage multiple tasks Relevant certifications (e.g., CompTIA A+, Microsoft MTA) are a plus.

Job Type: Full-time

Pay: ₹45,000.00 - ₹60,000.00 per month

Benefits:

• Provident Fund

Ability to commute/relocate:

• Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Preferred)

Location:

• Ahmedabad, Gujarat (Preferred)

Work Location: In person