, you will be the first point of contact for our clients and their employees when they encounter IT-related issues. Working primarily from our office, you will provide
remote technical support
to ensure smooth day-to-day IT operations for our customers. Your goal is to deliver
fast, friendly, and effective assistance
, resolving common issues independently and escalating complex problems when required.
Key Responsibilities
Remote Technical Support:
Provide first-line technical assistance for hardware, software, and network-related issues via phone, email, or remote access tools.
Ticket Management:
Log, categorize, and resolve incoming support requests through the ticketing system, ensuring timely follow-up and documentation.
Issue Resolution:
Troubleshoot and resolve user issues efficiently, escalating complex cases to Level 2 support when necessary.
User Guidance:
Assist end-users with Microsoft 365 and Windows-related queries and provide clear instructions or user documentation.
Monitoring & Alerts:
Proactively monitor systems and alerts to identify potential issues and respond promptly.
Documentation:
Maintain accurate records of incidents, troubleshooting steps, and solutions for knowledge sharing.
Customer Communication:
Communicate effectively and professionally with users, ensuring a positive support experience.
Asset Coordination:
Support preparation, configuration, and remote setup of ICT equipment for clients.
Team Collaboration:
Coordinate with colleagues to ensure smooth ticket handovers and consistent service delivery.
Required Skills & Competencies
Technical Knowledge:
Solid understanding of
Windows desktop environments
(installation, configuration, troubleshooting).
Basic knowledge of
Windows Server
, including user management, shared folders, and Active Directory basics.
Proficiency in supporting
Microsoft 365
(Outlook, Teams, SharePoint, OneDrive).
Familiarity with
networking fundamentals
and troubleshooting connectivity issues.
Experience with
3CX VoIP systems
, including basic setup and user support, is a plus.
Soft Skills:
Strong problem-solving and analytical skills.
Excellent verbal and written communication.
Customer-focused attitude with patience and professionalism.
Good time management and ability to handle multiple tickets efficiently.
Team-oriented mindset with eagerness to learn and grow.
Qualifications
Bachelor's degree or diploma in
Information Technology, Computer Science, or related field
.
1-3 years of experience in IT helpdesk or technical support roles preferred.
Relevant certifications such as
Microsoft 365 Fundamentals, CompTIA A+, or ITIL
are advantageous.
Why Join Us
Opportunity to work with a dynamic and growing ICT team.
Exposure to cutting-edge technologies in cloud and VoIP systems.
Supportive environment fostering continuous learning and career growth.
Job Type: Full-time
Benefits:
Health insurance
Provident Fund
Work Location: In person
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.