IT Support Specialist

1 week ago

Coimbatore, Tamil Nadu, India OpSec Security Full time

At OpSec Security, we're the world's leading brand protection company, with a rich history spanning over 40 years and an integral part of Crane NXT, a $1.5 billion business with a global presence.

We safeguard the revenues and reputations of more than half of the Fortune 100 by addressing Brand, Piracy, and Fraud risks that brands face due to the web's anonymity, global reach, and shifting consumption patterns for digital content, physical goods, and services.

Job Summary

The Technical Support Analyst plays a critical role in an organization's IT infrastructure by providing first-line technical support to users. They are responsible for responding to user inquiries, diagnosing, and resolving technical issues, and documenting the steps taken to resolve problems.

In addition to resolving immediate issues, Technical Support Analysts also identify and escalate issues that require higher-level support and follow up with users to ensure their satisfaction with the resolution.

Key Responsibilities:

  • Responding to user inquiries, troubleshooting hardware, software, and network-related issues, and providing solutions in a timely and effective manner
  • Analyzing and resolving technical problems related to hardware, software, and network systems, and documenting the steps taken to resolve the issue
  • Identifying and escalating complex technical issues to higher-level support teams and following up with users to ensure their satisfaction with the resolution
  • Maintaining and updating user accounts, passwords, and other security-related information in a timely and secure manner
  • Creating and updating a knowledge base of solutions to common technical issues, to improve the efficiency of future support
  • Monitoring systems and applications to ensure they are functioning properly and responding to alerts to resolve issues
  • Communicating effectively with users, providing updates on the status of their requests, and maintaining a positive and professional demeanor in all interactions
  • Responding to user inquiries and support requests through various channels (e.g., phone, email, chat)
  • Troubleshooting hardware, software, and network-related issues
  • Installing, configuring, and maintaining software and hardware
  • Updating and maintaining user accounts, passwords, and other security-related information
  • Escalating issues to higher-level support teams as needed
  • Documenting solutions to common technical issues in a knowledge base
  • Monitoring systems and applications to ensure they are functioning properly

Requirements:

  • A strong understanding of operating systems, software applications, and hardware components, as well as experience with remote access and remote desktop tools
  • Excellent analytical and problem-solving skills to diagnose and resolve technical issues in a timely and effective manner
  • A Bachelor's degree in computer science, information technology, or a related field is often preferred, but it may not be mandatory for entry-level positions
  • Relevant certifications, such as A+, Network+, or Microsoft Certified Systems Administrator (MCSA), can also be beneficial
  • At least 5 years' experience in a Technical Support Analyst role
  • Experience in a helpdesk or customer support environment
  • Demonstrated proficiency in operating systems, software applications, and hardware components, as well as experience with remote desktop tools and remote access technologies
  • Experience in a customer-facing role and a strong commitment to providing excellent customer service

Compensation Package:

We offer a competitive salary range of $85,000 - $110,000 per annum, depending on experience and qualifications, along with a comprehensive benefits package, including health insurance, retirement plan, and paid time off.

We value diversity at our company and are committed to creating an inclusive work environment. Everyone who applies will receive consideration for employment without regard to age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.

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