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Information Technology Support Technician

2 months ago

Gurugram, India Ekaivaa Careers Full time

Overview of position:

As a Support Technician you will play a crucial role in delivering prompt and effective technical assistance across various technology-based systems. In addition to addressing fundamental technical inquiries, you will provide valuable advice to resolve issues efficiently. We want you to excel in your career as part of a dynamic team, and we provide the support and resources to help you succeed. The breadth and depth of experience we offer you is unique in the marketplace. If you want a career in a leading-edge field and want to be involved in work that is critical to people and their businesses, you’re the kind of person we’re looking for. Our Support Technicians have the opportunity to engage with various aspects of our clients' technology ecosystems, fostering continuous learning and skill development. We prioritize the growth and advancement of our team members, offering them a career pathway rather than just a job.


Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
  • Associate degree or equivalent certification in a relevant discipline may be considered.
  • 2-10 years of experience of hands-on experience in Information Technology, demonstrating proficiency in various IT domains.
  • Exhibit a proven ability to adeptly solve problems and rapidly assimilate new technologies, ensuring efficient resolution of technical issues.
  • Demonstrate strong teamwork skills, coupled with effective and professional communication abilities, fostering a cohesive and productive work environment.
  • Embody a sense of responsibility, professionalism, and self-motivation, ensuring diligent and dedicated performance in all assigned tasks.
  • Showcase familiarity and competence with Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) tools, leveraging them effectively to streamline operations and enhance service delivery.
  • Relevant coursework or certifications in IT support, networking, systems administration, or related fields are highly desirable.
  • Continued education and professional development in emerging technologies and IT support are encouraged.


Responsibilities:

  •  Provide end-user remote support and remediation for automated incidents as assigned.
  •  Handle support incidents received via phone, email, or customer portal.
  •  Monitor and manage system alerts and notifications, responding promptly through service incidents.
  • Offer technical support for Microsoft's core business applications and operating systems.
  • Support disaster recovery initiatives
  • Install and configure workstations, particularly for remote setups or when clients provide their own equipment.
  • Conduct malware remediation procedures.
  • Set up user configurations in Microsoft and associated environments.
  • Provide essential technical support at the network level, including WAN & LAN connectivity, routers, firewalls, WiFi, and security.
  •  Assist with the installation and configuration of various Line of Business Applications, such as QuickBooks or other client-specific software.
  • Resolve print quality concerns and printer networking issues.
  •  Enhance customer service, perception, and satisfaction through effective communication and resolution of issues.
  • Strive for a fast turnaround of customer requests, aiming for efficient and timely resolution.
  • Collaborate with the Manager to ensure requests are routed to the appropriate resource for swift resolution.
  • Escalate service requests that require Senior-level support.
  • Accurately enter time, work services, and expenses daily in real-time tracking systems.
  • Regularly update and review system documentation
  • Communicate with customers to keep them informed of incident progress and to notify them of impending changes or agreed outages.
  •  Perform all other duties as assigned.


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