Lucknow, Uttar Pradesh
Job Summary
Incident Management & Troubleshooting: Diagnosing, troubleshooting, and resolving hardware, software, network, and application issues (Windows/Mac/Linux).\r\nTicketing System Management: Logging, tracking, prioritizing, and updating IT support tickets from intake to resolution, ensuring SLAs are met.\r\nUser Support & Communication: Providing high-quality technical assistance via phone, email, or in-person to employees or clients.\r\nService Request Fulfillment: Handling onboarding/offboarding tasks, such as creating user accounts, resetting passwords, and setting up workstations.\r\nRemote Support: Using remote desktop tools to solve issues for remote employees or branch offices.\r\nEscalation: Identifying and escalating complex, unresolved, or high-priority technical issues to specialized, higher-level IT teams.\r\nDocumentation & Knowledge Base: Creating FAQ materials, troubleshooting guides, and updating IT documentation.\r\nSystem Maintenance: Performing routine system installations, upgrades, and maintenance to prevent issues\r\n\r\nTechnical Knowledge: Proficiency in Windows/macOS, Active Directory, network troubleshooting (VPN, TCP/IP), and Microsoft Office Suite.\r\nCommunication Skills: Excellent verbal and written communication to explain complex technical issues simply.\r\nProblem-Solving: Strong critical thinking to find both workarounds and permanent solutions.\r\nExperience: Usually 1-3 years in a similar IT support or helpdesk role.\r\nCertifications: ITIL certification or CompTIA A+ are often preferred
Key Responsibilities
Respond to calls and chats, log tickets, troubleshooting, resolve incidents and service requests
Skill Requirements
Fluent in English, troubleshooting knowledge on end user computing
Other Requirements
Incident Management & Troubleshooting: Diagnosing, troubleshooting, and resolving hardware, software, network, and application issues (Windows/Mac/Linux).\r\nTicketing System Management: Logging, tracking, prioritizing, and updating IT support tickets from intake to resolution, ensuring SLAs are met.\r\nUser Support & Communication: Providing high-quality technical assistance via phone, email, or in-person to employees or clients.\r\nService Request Fulfillment: Handling onboarding/offboarding tasks, such as creating user accounts, resetting passwords, and setting up workstations.\r\nRemote Support: Using remote desktop tools to solve issues for remote employees or branch offices.\r\nEscalation: Identifying and escalating complex, unresolved, or high-priority technical issues to specialized, higher-level IT teams.\r\nDocumentation & Knowledge Base: Creating FAQ materials, troubleshooting guides, and updating IT documentation.\r\nSystem Maintenance: Performing routine system installations, upgrades, and maintenance to prevent issues\r\n\r\nTechnical Knowledge: Proficiency in Windows/macOS, Active Directory, network troubleshooting (VPN, TCP/IP), and Microsoft Office Suite.\r\nCommunication Skills: Excellent verbal and written communication to explain complex technical issues simply.\r\nProblem-Solving: Strong critical thinking to find both workarounds and permanent solutions.
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