Job Purpose
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Ensure smooth IT operations by diagnosing, troubleshooting, and resolving technical problems efficiently.
Key Responsibilities
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Provide first-level and second-level technical support to end users.
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Install, configure, and maintain hardware, software, and networks.
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Troubleshoot issues related to:
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Operating systems (Windows/Linux)
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Email systems (Outlook, Office 365)
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Network connectivity (LAN/WAN, VPN)
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Respond to support tickets, calls, and emails within defined SLAs.
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Maintain and update IT assets and inventory records.
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Support installation and upgrades of systems and applications.
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Assist in user account management (creation, modification, deletion).
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Ensure data backup and recovery processes are functioning.
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Coordinate with vendors for hardware/software issues and AMC support.
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Maintain documentation of issues, solutions, and procedures.
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Provide basic training to users on IT systems and tools.
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Ensure adherence to IT security policies and procedures.
Key Skills & Competencies
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Strong knowledge of Windows OS, MS Office, and networking basics
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Familiarity with Active Directory, DNS, DHCP
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Understanding of hardware troubleshooting and system diagnostics
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Knowledge of ticketing tools (e.g., ServiceNow, Freshservice)
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Good problem-solving and analytical skills
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Strong communication and interpersonal skills
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Ability to work under pressure and meet deadlines
Educational Qualification
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Bachelor’s Degree in Computer Science / IT / Electronics or related field
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Certifications like:
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CompTIA A+
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Microsoft Certified (MCP/MCSA)
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ITIL (preferred)
Experience
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1–5 years of experience in IT support or helpdesk role
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Freshers with strong technical knowledge may also apply
Key Performance Indicators (KPIs)
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Ticket resolution time (TAT)
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First-call resolution rate
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User satisfaction score
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System uptime and availability
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Number of recurring issues reduced
Additional Requirements
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Willingness to work in shifts (if required)
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On-site support readiness
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Basic knowledge of cybersecurity practices
