Technical Support Associate

Job Role: Application/Technical Support Executive

Location: Hyderabad (Work From Office)

Experience: 3-6 Years

If you are interested please share your resume to [email protected]

• Responsibilities:

• Provide white-glove technical support to our user base via phone, email, and remote login

• Support workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).

• Proactively and consistently communicate with colleagues

• Accurately and promptly record all time in our ticketing system

• Proactively manage ticket queue

• Ensure all ticket notes and statuses are up to date

• Troubleshoot User issues and document all steps up through resolution

• Effectively multi-task to manage workload

• Collaborate on improvement of operational effectiveness

• Document, take ownership of, and escalate issues

• Meet individual and team KPI targets

• Maintain flexibility with respect to work schedule and responsibilities

• Skills:

• Excellent customer service skills.

• Ability to demonstrate empathy towards End Users and colleagues.

• Prompt answering of emails, phone calls, and other communications.

• Assessment and prioritization of work in a fast-paced environment.

• Functioning at a high level under time constraints and pressure.

• Self-motivated, detail-oriented, and organized.

• Effective communication, interpersonal, organizational, and presentation skills, oral and written.

• Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).

• Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.

• Highly developed and process-oriented problem-solving skills.

• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).

• Continued proactive development of O365.

• Management of a multi-tenant environment.

• In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).

• Management of Active Directory accounts, groups, and permissions.

• Duo Security and other MFA applications.

• Microsoft Exchange Administration.

• Troubleshooting Win 10, 11 operating systems

• Management of Azure Active Directory.

• Management of O365 Admin Portal.

• Management of MDM technologies (e.g., Intune).

• Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).

• Virtual server administration (e.g., VMware vSphere):

• Resource (e.g., RAM, virtual drives, and CPU) management

• GPO management

• Troubleshooting of server performance issues

• Server roles management

• Troubleshooting of DNS, DHCP, and TCP/IP issues.

• Print queue installation, configuration, and management.

• SQL Querying & Data Analytics

• Core Focus: Leveraging data for diagnostics, reporting, and decision support. Key Competencies:

• Writing intermediate SQL queries (JOINs, subqueries, GROUP BY, aggregate functions).

• Extracting and visualizing data from systems like ServiceNow, SolarWinds, or internal asset databases.

• Understanding of basic normalization, data relationships, and stored procedures.

• Ability to learn schema of database and query data to identify possible data issues

• • Ability to document knowledge base articles on repetitive issues for knowledge share.

• • Ability to carry out simple configuration changes in ERP.

• Qualifications:

• 2+ years of experience in a related field.