Senior Associate, Technical Support

Job Responsibilities :

• Provide first-level technical support to end-users via phone, email, or in-person interactions.
• Diagnose and resolve hardware, software, and network issues promptly to minimize downtime.
• Conduct desktop support and troubleshooting over phone calls, utilizing remote support tools to efficiently resolve issues.
• Log and track all incidents and service requests in the ticketing system, ensuring accurate and timely updates.
• Prioritize and manage multiple tasks effectively to meet service level agreements (SLAs).
• Escalate complex issues to higher-level support teams when necessary, following established escalation procedures.
• Analyze and resolve technical problems by identifying root causes and implementing effective solutions.
• Document solutions for future reference and training, contributing to the knowledge base.
• Assist users with IT-related queries and provide guidance on hardware and software applications.
• Conduct user training sessions and create user-friendly guides to enhance user competence and confidence.
• Ensure users feel supported and informed, maintaining a high level of customer satisfaction.
• Serve as a point of contact for clients, ensuring their IT needs are met with high-quality service.
• Build and maintain strong relationships with clients, understanding their unique requirements and providing tailored solutions.
• Administer and support Azure, Office 365, AWS, GCP and other cloud environments.
• Be a problem solver - Identify solutions for hardware, software and network issue
• Utilizes ticketing and monitoring system and follow proper documentation and escalation processes
• Communicates with clients in a highly professional and timely manner
• Attends internal training to develop your skills and grow with us
• Other duties as required
• Shift Timings : 7 : 00pmIST-3 : 30amIST (Rotational)

Experience :

Software

One of the following, required :