Technical Support Specialist

Job Description Summary

Provides level 1 technical support to end users on computer-related technical problems to assigned accounts/ customers through voice support.

Key Responsibilities

1. Technical Support & Troubleshooting

Serve as the first point of contact for all IT-related issues via phone, email, ticketing system, or chat.

Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.

Guide end users through step-by-step solutions and provide clear, user-friendly communication.

Resolve issues within defined SLA timelines and escalate complex issues when necessary.

2. Incident & Request Management

Log, classify, prioritize, and manage incidents and service requests in the ITSM tool.

Follow standard operating procedures (SOPs) for incident handling and problem resolution.

Track and update ticket status regularly to maintain accurate documentation.

3. Device & System Support

Support installation, configuration, and maintenance of desktops, laptops, printers, mobile devices, and peripherals.

Assist with user account management (password resets, access provisioning, permission updates).

Support VPN, remote access, and basic network connectivity troubleshooting.

4. Software & Application Support

Install, upgrade, and configure applications as per organizational policies.

Provide technical assistance for enterprise tools such as Microsoft 365, collaboration applications, and custom business applications.

5. Customer Service

Deliver professional, courteous, and empathetic support to end users at all times.

Provide timely updates and ensure clear communication until issue resolution.

Ensure high customer satisfaction ratings through quality service interactions.

6. Documentation & Reporting

Create and maintain knowledge base articles and troubleshooting guides.

Document incident resolutions, system changes, and new technical procedures.

Identify recurring issues and recommend improvements or long-term solutions.

Required Qualifications & Skills

Should have attended regular school/college with 10+2+3 as minimum qualification in any stream of subject.

Proven experience in IT support, service desk, or technical support role.

Strong understanding of Windows and/or macOS operating systems.

Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).

Excellent problem-solving, analytical, and communication skills.

Ability to multitask, prioritize, and work effectively under pressure.

Strong customer service orientation.

Ability to work in a team environment.