Objective:
To provide 24x7 technical support for various products, ensuring minimal downtime, prompt resolution of issues, and smooth operation through proactive monitoring, troubleshooting, and reporting.
Key Responsibilities:
Provide round-the-clock technical assistance for different software and hardware products, ensuring timely resolution of issues and high availability of services.
- OS Expertise – Windows 10/11:
Proficient in installation, configuration, and troubleshooting of Windows 10 and 11 operating systems. Perform user account management, patch updates, system imaging, and driver/software compatibility resolution.
- Troubleshooting and Issue Resolution:
Diagnose and resolve hardware, software, and network issues. Handle L1 and L2 support queries efficiently through remote tools or on-site visits if required.
- Monitoring and Alerts Handling:
Use internally designed monitoring tools to track system and application health. Acknowledge, analyze, and take action on alerts generated to prevent system downtime.
- Report Generation & Documentation:
Generate and maintain daily, weekly, and monthly reports for performance, incident tracking, ticketing resolution, and resource utilization for submission to management. Ensure accurate documentation of all support activities.
Log, prioritize, and resolve incidents and service requests in an internal ticketing system. Escalate issues as necessary.
- Collaboration & Communication:
Work closely with cross-functional teams such as workflow, production and customer support teams to ensure holistic issue resolution. Communicate clearly and effectively with users and stakeholders.
Required Skills & Qualifications:
- Strong knowledge of Windows 10/11 OS.
- Good analytical and troubleshooting skills (hardware/software/network).
- Familiarity with monitoring tools and interpreting system alerts.
- Proficient in Excel and report generation tools.
- Ability to work rotational shifts including nights, weekends, and holidays.
- Excellent verbal and written communication skills.
- Bachelor's degree in IT, Computer Science, or related field preferred.
- Min. 5 years of experience in technical support or a similar role.
To Apply:
Please send your updated resume and a brief cover letter outlining your relevant experience to [email protected]
Job Type: Full-time
Benefits:
- Health insurance
- Provident Fund
- Work from home
Shift:
Language:
Work Location: Hybrid remote in Pune, Maharashtra (Pune, 411048, Pune District)
