who can quickly diagnose, resolve, and prevent technical issues across systems, networks, applications, and hardware. The ideal candidate is analytical, hands-on, and capable of providing timely solutions for both internal teams and customers. This role is critical for ensuring minimal downtime and delivering an exceptional support experience.
Key Responsibilities
Technical Support & Issue Resolution
Diagnose and resolve hardware, software, network, and application-related issues.
Provide L1/L2 troubleshooting support across desktops, servers, cloud systems, and business applications.
Respond promptly to service requests, incidents, and escalations via ticketing systems.
Perform root cause analysis and implement corrective actions to prevent recurring issues.
System & Network Troubleshooting
Install, configure, and maintain operating systems (Windows, Linux, macOS).
Troubleshoot networking issues including DNS, DHCP, VPN, routing, firewalls, Wi-Fi, and LAN/WAN connectivity.
Support user access issues including AD, SSO, MFA, and identity-related problems.
Hardware & Infrastructure Support
Set up, diagnose, and repair desktops, laptops, printers, routers, and other IT equipment.
Handle system upgrades, patch management, and routine maintenance tasks.
Support server environments, virtualization (VMware/Hyper-V), and cloud services (AWS/Azure) as needed.
Customer Service & Documentation
Communicate technical solutions in a clear, user-friendly manner.
Maintain accurate records of issues, fixes, and configuration changes.
Create and update troubleshooting guides, SOPs, and knowledge base articles.
Proactive Monitoring
Monitor system performance, health, and security alerts.
Identify potential issues before they affect operations.
Suggest improvements to enhance reliability, security, and efficiency.
Required Skills & QualificationsTechnical Skills
Strong knowledge of Windows & Linux systems.
Understanding of TCP/IP, switches, firewalls, and network troubleshooting tools.
Experience with Active Directory, Office 365, Google Workspace, and common SaaS platforms.
Familiarity with virtualization (VMware/Hyper-V), cloud platforms (AWS/Azure), and basic scripting is a plus.
Good understanding of cybersecurity basics and endpoint protection tools.
Soft Skills
Strong analytical and problem-solving abilities.
Excellent communication and customer service orientation.
Ability to work under pressure and manage multiple priorities.
Self-driven with strong attention to detail.
Education & Experience
Bachelor's degree in Computer Science, IT, Engineering, or equivalent experience.
2-6 years of hands-on experience in technical support, IT troubleshooting, or helpdesk roles.
Relevant certifications (CompTIA A+/N+, CCNA, AWS, Microsoft, etc.) are advantageous.
Why Join Us?
Opportunity to work with diverse technologies and continuous learning.
Collaborative, growth-oriented work environment.
Chance to be part of a fast-growing managed IT services team.
Job Types: Full-time, Permanent
Work Location: In person
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