Technology Support Analyst

US Based Client

Western Suburbs Mumbai

What Work You Will be Responsible For:

• Understand the fundamentals of how an accounting firm operates to ensure support levels match expectations. Develop expertise in the everyday use of internally developed and commercial software specific to the firm.

• Provide superior quality and service to all firm technology users. Respond promptly and courteously. Prioritize requests according to criticality. Identify timely and accurate solutions to technical issues.

• Provide expert help desk support for all locations (both remote and on-site) for all hardware, software, and ancillary office equipment including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices.

• Provide support for remote access solutions such as VPN and Terminal Services.

• Basic troubleshooting at the network level including WAN and LAN connectivity, routers, firewalls, and security. Install, upgrade, configure, troubleshoot, maintain and modify computer system software.

• Provide day-to-day maintenance and support for Microsoft Office including Outlook e-mail.

• Document all support activities in ticket tracking database. Inventory management of technology assets.

• Image workstations and assist in installation of PC hardware and software applications in accordance with firm standards.

• Deployment and migration of computers.

• Create and update process documentation.

• Participate in the research, development, and implementation of new technologies.

• Provide technology training to team members as needed. Required

Practical Experience / Background / Skills

• Very strong customer service skills including verbal and written communications; customer-focused with ability to effectively communicate with management, co-workers, and customers.

• Superior time management skills include sense of urgency and proactive approach.

• Excellent analytical and problem-solving skills.

• Exceptional organizational skills.

• Self-motivated, results-oriented and accountable.

• Strict adherence to professional ethics.

• Ability to work independently and in a team environment.

• Ability to work on and successfully complete multiple projects at the same time.

• At least three years of relevant technology experience in related technical environment preferred.

• Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems.

• Strong PC and software product skills especially Microsoft Windows and Microsoft Office.

• Self-motivated to research resolutions to technical issues independently and with limited guidance.

• Drive to research and learn new technologies.

Basic qualifications for the opportunity

• Bachelors degree or better in computer science or related degree preferred. CompTIA A+ certification a plus

• 3+ years of experience in a Help Desk, System Admin, or Desktop Support role

• Knowledge of Active Directory Administration

• Familiarity with Windows 11 and Microsoft 365