Job Purpose

Providetechnical assistance and support for incoming queries and issues related tocomputer systems, software, and hardware. Ensure smooth IT operations bydiagnosing, troubleshooting, and resolving technical problems efficiently.

Key Responsibilities

Provide first-level and second-level technical support to end users.
Install, configure, and maintain hardware, software, and networks .
Troubleshoot issues related to:
- Operating systems (Windows/Linux)
- Email systems (Outlook, Office 365)
- Network connectivity (LAN/WAN, VPN)
Respond to support tickets, calls, and emails within defined SLAs.
Maintain and update IT assets and inventory records .
Support installation and upgrades of systems and applications.
Assist in user account management (creation, modification, deletion).
Ensure data backup and recovery processes are functioning.
Coordinate with vendors for hardware/software issues and AMC support.
Maintain documentation of issues, solutions, and procedures.
Provide basic training to users on IT systems and tools.
Ensure adherence to IT security policies and procedures .

Key Skills Competencies

Strong knowledge of Windows OS, MS Office, and networking basics
Familiarity with Active Directory, DNS, DHCP
Understanding of hardware troubleshooting and system diagnostics
Knowledge of ticketing tools (e.g., ServiceNow, Freshservice)
Good problem-solving and analytical skills
Strong communication and interpersonal skills
Ability to work under pressure and meet deadlines

Educational Qualification

Bachelors Degree in Computer Science / IT / Electronics or related field
Certifications like:
- CompTIA A+
- Microsoft Certified (MCP/MCSA)
- ITIL (preferred)

Experience

15 years of experience in IT support or helpdesk role
Freshers with strong technical knowledge may also apply

Key Performance Indicators (KPIs)

Ticket resolution time (TAT)
First-call resolution rate
User satisfaction score
System uptime and availability
Number of recurring issues reduced

Additional Requirements

Willingness to work in shifts (if required)
On-site support readiness
Basic knowledge of cybersecurity practices

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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Job Description

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