Technical Support Analyst

3 weeks ago

Bengaluru, India Swift Strategic Staff Solutions INC Full time

We are looking for a highly experienced and customer-focused Technical Support Analyst to join our growing team.

You will play a critical role in providing exceptional support to our users by troubleshooting technical issues, resolving their concerns, and ensuring their productivity.

Primary Skills (Must-Have):

- 10+ years of experience in technical support, with a strong track record of resolving complex issues.

- Extensive knowledge of Microsoft Desktop products, including but not limited to:

1. Windows Operating Systems (various versions)

2. Microsoft Office Suite (Word, Excel, PowerPoint, etc. )

3. Outlook

4. SharePoint

5. Microsoft Teams

- Proficiency in troubleshooting tools and techniques for diagnosing and resolving desktop and application issues.

- Experience managing and administering desktops and wireless devices in an enterprise environment.

- Excellent problem-solving and analytical skills.

- Strong communication and interpersonal skills, with the ability to effectively communicate verbally and in writing with a diverse range of users.

- Exceptional customer service skills, with a focus on providing a positive and proactive support experience.

- Ability to document technical solutions and procedures for future reference and knowledge sharing.

Bonus Points:

- Experience with Active Directory and Group Policy.

- Experience with mobile device management (MDM) tools.

- Experience creating and delivering technical training materials.

- Familiarity with ITIL or other service management methodologies.

- Excellent time management and organizational skills.

- Ability to work independently and as part of a Provide first-line technical support to users via phone, email, and chat.

- Troubleshoot and resolve a wide range of technical issues related to desktops, applications, and network connectivity.

- Escalate complex issues to the appropriate technical teams when necessary.

- Document technical solutions and procedures for knowledge transfer and future reference.

- Research and stay up-to-date with the latest technologies and troubleshooting techniques.

- Provide clear and concise explanations of technical issues and solutions to users.

- Maintain a positive and professional demeanor while interacting with users.

- Contribute to the continuous improvement of the technical support process.

(ref:hirist.tech)

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