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 removed]

• 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.