IT Support Technician (Hyderabad)

As an IT Support Technician in our work-at-office environment, you will be the first line of technical support for our workforce. Beyond traditional IT support, you will also facilitate virtual onboarding for new employees, ensuring a smooth integration into our digital ecosystem. This position requires night shift availability to support business operations effectively.

Primary Responsibilities:

• First Point of Service Excellence: Deliver outstanding first-level technical support, resolving hardware, software, and network connectivity issues in real time.
• Remote Assistance Mastery: Provide remote troubleshooting and support via remote tools, web meetings, email, service desk tickets, and instant messaging.
• Closure Rate Optimization: Achieve high first-level resolution rates by effectively utilizing a range of troubleshooting tools.
• Documentation: Accurately log all resolutions and escalations in the internal ticketing system, ensuring organized and traceable IT records.
• Hardware Support: Configure and troubleshoot desktops, laptops, thin clients, Mac devices, and related peripherals.
• Procedural Adherence: Follow established IT procedures while exercising sound judgment when required; assist in developing new SOPs for emerging technologies.
• Process Improvement: Review objectives, evaluate proposed changes, and recommend improvements to enhance IT support efficiency.
• Information Security: Ensure compliance with information security policies across all support activities.

Education:

• Graduate/Diploma (College degree preferred)

Knowledge & Skills:

• 3+ years of experience in IT desktop support (BPO environment preferred).
• Strong proficiency in Windows OS, Mac OS, and Microsoft 365.
• Skilled in troubleshooting computer hardware, thin clients, VPNs, and remote access tools.
• Hands-on experience with VMware and Windows Active Directory.
• Knowledge of MFA setup and management.
• Excellent verbal and written communication skills for supporting non-technical users.
• Flexibility to work in permanent night shifts.
• Quick learner with the ability to adapt to new technologies.
• Strong analytical and problem-solving skills.
• Ethical, dependable, and collaborative team player.
• Ability to multitask and perform under pressure.