Job Description

Position: Sr. Technical Support Analyst (L2) / Senior Technical Consultant / Sr. Technical Support Executive Experience: 3-5 years Location: Vizag / Bangalore Job Type: Full time / 24/7 Support Position Overview: We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service. Responsibilities: - Provide first-line support for technical issues via phone, email, and chat and understand their concerns and provide prompt and accurate solutions - Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity. - Document incidents and service requests in the ticketing system, ensuring accurate information is captured. - Log, categorize, prioritize, and track technical support issues using an ITSM tool - Escalate complex issues to senior team members or other IT departments as necessary. - Assist in the development and maintenance of knowledge base articles. - Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services - Participate in team meetings and contribute to process improvement initiatives. - Mentor junior staff and assist in training new team members. - Experience with Active Directory and user account management. - Basic knowledge of networking concepts and troubleshooting. - Basic knowledge on Windows 10 / 11. - Knowledge of MS Office troubleshooting. - Excellent Communication Skills is a must Skills: Windows Desktop Support, Service Desk, Wired & Wireless, Troubleshooting, Mac Support, Active Directory, Networking, Windows 10/11, MS Office support and troubleshooting, Excellent communication skills, ITSM Tools, ITIL, ServiceNow, JIRA Qualifications: -Any Graduate (10+3), bachelor s degree in computer science, Information Technology, or related field (preferred). - Good Verbal and communication skills. - 3-5 years of experience in voice technical support role, preferably in a service desk environment. - Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications. - Familiarity with ITIL best practices and ticketing systems (e. g. , ServiceNow, JIRA). - Excellent problem-solving skills and customer service orientation. - Strong communication skills, both verbal and written. - Windows/Network/ITIL Certification preferred ** Part of SOW - (Managed Capacity - Service Desk)