Technical Support Technician

Role Overview: At Rightpoint, you will play a crucial role in driving growth by delivering transformative experiences for people, technology, and businesses. The company focuses on creating a Total Experience and believes in delivering complete experiences for customers, employees, and stakeholders. With over 15 years of experience, Rightpoint has the insight, expertise, talent, and technology to achieve exceptional outcomes. If you are passionate about creating change in the business landscape and enjoy working with like-minded individuals, Rightpoint is the place for you. Key Responsibilities: - Research and identify solutions to software and hardware issues - Diagnose and troubleshoot technical issues, such as account setup and network configuration - Ask targeted questions to understand the root of the problem quickly - Track computer system issues to resolution within agreed time limits - Guide clients through troubleshooting steps via phone, email, or chat - Escalate unresolved issues to appropriate internal teams - Provide prompt and accurate feedback to customers - Refer to internal database or external resources for accurate tech solutions - Ensure proper logging of all issues - Prioritize and manage multiple open issues simultaneously - Follow up with users to ensure IT systems are fully functional post troubleshooting - Prepare accurate and timely reports - Document technical knowledge in the form of notes and manuals - Maintain positive relationships with clients - Take ownership of customer issues and see problems through to resolution - Research, diagnose, troubleshoot, and identify solutions to resolve system issues - Follow standard procedures for escalating unresolved issues to the appropriate internal teams - Manage 24/5 Support in Rotational Shifts Qualifications Required: - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role - Hands-on experience with Windows/Linux/Mac OS environments - Basic/Fundamental experience in Cloud (Azure/AWS) with additional certification being a plus - Knowledge of Endpoint management systems - Good understanding of computer systems, mobile devices, and other tech products - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and Ticketing software/tools (e.g., Salesforce, Jira) - Excellent problem-solving and communication skills - Ability to provide step-by-step technical help, both written and verbal - Bachelor's degree in Information Technology, Computer Science, or a relevant field - Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus - Attention to detail and good problem-solving skills - Excellent interpersonal skills - Good written and verbal communication Additional Details: At Rightpoint, you will enjoy various benefits and perks, including 30 Paid leaves, Public Holidays, a Casual and open office environment, Flexible Work Schedule, Family medical insurance, Accidental Insurance, Life Insurance, Gratuity, Regular Cultural & Social Events, Continuous Training, Certifications, and Learning Opportunities. EEO Statement: [To be included if available in the job description],