Technical Support Analyst: Pune

Job Title: Technical Support Analyst

Department: IT Enterprise Technical Support

Reports To: IT Manager

Experience: 3 Years

Budget: 5 - 10 lpa

Location: Pune (WFO) who can set up workstations

DESCRIPTION:

Seeking a highly motivated professional to join a diverse, multi-faceted technical support team. Serves as the primary point of

contact for users experiencing technical related problems. The ideal candidate is someone with strong written communication and

verbal customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE and SKILLS

• Bachelor's degree or related working experience in the IT field, at least three years or more

• Excellent client service skills in a demanding, deadline-driven environment

• Experience with enterprise systems management tools such as Azure Active Directory, Microsoft Intune

• Technical Certifications: Microsoft Azure Fundamentals, A+, Security+ or Cloud+

KEY RESPONSIBITIES:

IT Support

• Experience and knowledge abiding by Service Level Agreements (SLA)

• Translate information from end user and create an incident or request ticket

• Interactive experience handling phone and chat-based support activities

• Receives inbound support requests by chat, phone, self-service or email submission channels

• Serve as point of contact to internal and external customers through problem resolution

• Provide off-hours support as required to perform job functions and ensure service delivery

• Identify gaps and assist in development and maintenance of support services and end user documentation

• Understanding of security impacts of end user requests, adheres to company guidelines and mandatory trainings

• Identifies deficiencies; communicates and coordinates improvement efforts to increase service desk efficiency

• Develops and continually updates training material for new and existing service desk staff

• Maintains high level of technical skill in field of expertise

Preferred Skill Sets

• Industry specific knowledge (e.g., Mortgage, Finance or Insurance - nice to have)

• Hands on experience with Service Now (ticketing and chat interaction)

• Virtual desktop platform experience (Cloud PC, Amazon Workspaces or Windows Virtual Desktop)

• Strong understanding of Microsoft 365 Suite (MS Office, OneNote, Outlook, Teams)

• Windows Autopilot provisioning (nice to have)

• Application install experience via Microsoft Company Portal

• Microsoft Intune (device management)

• Cisco Duo multifactor authentication

• SIP softphone experience

• Telephony platform experience in Talkdesk, Genesys or Five 9’s (nice to have)

• Group Policy / Active Directory and network troubleshooting fundamentals

• Zero Client desktops (Dell or Hewlett Packard- nice to have)

Job Type: Full-time

Pay: ₹41,666.00 - ₹83,333.00 per year

Work Location: In person