Hello candidates,
Greetings of the day...!!!
We have an urgent opening for the profile of "Technical Support Analyst" for an MNC IT Company @* Work From Home location*.
Job Description
Technical Support Analyst
Department: Operations / IT Support
Reports To: Support Manager / Operations Lead
Location: Work From Home
Shift: Rotational (including weekends & holidays if required)
Position Overview
We are seeking proactive and service-oriented professionals to join our Technical Support team. This role focuses on first-level troubleshooting, operational support, and ensuring seamless system performance across hotel or technology-driven environments. The ideal candidate will support internal teams, clients, and end-users by resolving technical and operational issues efficiently while maintaining high service standards.
Key Responsibilities
1. Technical Support
- Provide first-level troubleshooting for systems such as:
- Property Management Systems (PMS)
- Point of Sale (POS) systems
- Door lock/access control systems
- Payment terminals
- Network & Wi-Fi connectivity
- Printers and peripheral devices
- Diagnose hardware/software issues and perform basic configuration.
- Manage user accounts, login issues, and access permissions.
- Escalate complex incidents to senior support or third-party vendors.
- Follow SLA timelines and document resolution steps.
2. Operational Support
- Monitor daily operational systems to ensure uptime and reliability.
- Track system performance and recurring issues.
- Maintain structured logs of tickets, incidents, and escalations.
- Support rollout of updates, patches, and new deployments.
3. Client & End-User Support
- Address technology-related client concerns.
- Provide clear, courteous, and professional communication.
- Ensure timely follow-ups until issue resolution.
- Maintain high customer satisfaction and service standards.
4. Coordination & Vendor Management
- Coordinate with IT teams, operations teams, and virtual/remote support agents.
- Liaise with hardware/software vendors for issue resolution.
- Support preventive maintenance activities.
- Assist in onboarding new customer accounts & system implementations.
Experience
2–3+ years in hotel operations, IT support, or technical operations
Technical Skills
Basic knowledge of PMS & POS preferred but not required. Knowledge in networking basics & troubleshooting of software and hardware preferred.
Soft Skills
Good communication, strong problem-solving, mentoring ability, escalation handling
Required Skills
- Basic networking concepts (IP, routers, Wi-Fi troubleshooting)
- Familiarity with ticketing systems (Jira, Zendesk, Freshdesk, etc.)
- Hardware troubleshooting (terminals, scanners, printers, kiosks)
- Strong documentation & reporting skills
- Ability to work in SLA-driven environments
- Customer-first mindset
Preferred Skills (Good to Have)
- Experience in hospitality technology environments
- Exposure to cloud-based applications
- Understanding of access control or payment systems
- Experience supporting remote users or multi-location operations
Work Environment
- Rotational shifts (including weekends and holidays)
- Direct interaction with internal teams, clients, and remote agents
- Fast-paced, SLA-driven environment
- Multi-location support model
Key Competencies
- Accountability & Responsibility
- Attention to detail
- Ownership mindset
- Clear communication
- Structured troubleshooting approach
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
