Key Responsibilities
- Provide advanced technical support for hardware, software, networking, and cloud-related issues.
- Troubleshoot and resolve escalated technical problems via phone, email, chat, and remote support sessions.
- Work closely with Engineering, QA, and Product teams to identify root causes and implement effective solutions.
- Monitor, manage, and resolve critical incidents within defined SLAs.
- Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
- Mentor junior support engineers and assist in their technical and professional development.
- Act as the primary escalation point for complex customer issues.
- Ensure timely communication and regular status updates to customers and stakeholders.
- Contribute to continuous process improvement and support best practices.
- Participate in on-call rotations and night-shift operations as required.
Required Skills & Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- 3+ years of experience in a technical support or IT support role with direct customer interaction.
- Strong understanding of:
- Windows/Linux Operating Systems
- Networking concepts (DNS, TCP/IP, VPN, Firewalls)
- Cloud platforms such as AWS or Azure
- Virtualization technologies
- Hands-on experience with ticketing and remote monitoring tools such as ConnectWise, N-able, Zendesk, or similar platforms.
- Excellent troubleshooting and analytical skills with a structured problem-solving approach.
- Strong verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working in night shifts and handling global clients is preferred.
Preferred Qualifications
- Certifications such as CompTIA, Microsoft, AWS, Cisco, or ITIL are a plus.
- Experience in MSP (Managed Service Provider) environments is preferred.
- Familiarity with cybersecurity best practices and endpoint management tools.
Interested candidates can share their resume at [email protected]
Pay: ₹25,000.00 - ₹90,000.00 per month
Benefits:
Work Location: In person
