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Technical Support Professional
2 weeks ago
This role involves a combination of day-to-day technical support, asset lifecycle management, IT operations, and participation in broader technology projects. You will interact with internal staff via ticketing systems, phone, email, chat, and in-person, resolving issues, delivering new capabilities, and enhancing end-user satisfaction.
- Key Responsibilities:
- Provide end-user support for hardware, software, and peripherals (including laptops/desktops, printers, mobile devices, A/V equipment).
- Deliver multi-channel support (in-person, phone, email, chat, and WebEx) for local and remote users.
- Support the transition from our current ITSM platform to ServiceNow. Manage tickets efficiently and escalate when necessary.
- Image, configure, and deploy laptops and desktops for new hires and tech refreshes.
- Use FreshService for IT asset lifecycle management, including STPI bonded asset tracking and inventory audits.
- Enforce IT security policies and assist in remediating security incidents or vulnerabilities.
- Troubleshoot issues related to network connectivity, A/V conference tools, scanning, printing, and device access.
- Collaborate with internal teams to identify and implement service improvements or automation opportunities (e.g., Power Automate, AI-based tools).
- Participate in special projects, pilots, and rollouts of new technologies or processes.
- Work with external vendors and suppliers to ensure service delivery and procurement meets quality, time, and cost requirements.
- Provide informal guidance and mentoring to junior helpdesk or first-touch support personnel.
- Perform other IT-related duties as assigned.
- Basic Qualifications:
- 4+ years of experience in an IT Helpdesk or Technical Support role.
- Associate degree (or higher) in Computer Science, Information Technology, or equivalent professional experience.
- Strong experience supporting Windows 11, MacOS (Sequoia), and common business productivity software (Office 365, Adobe, etc.).
- Familiarity with cloud applications, endpoint security, mobile/tablet support, and remote tools.
- Able to troubleshoot and resolve technical issues for non-technical users with patience and clarity.
- Experience using or supporting ITSM platforms such as FreshService, ServiceNow, Remedyforce or Jira.
- Exposure to automation tools like Power Automate or AI-driven IT solutions is a plus.
- Demonstrated ability to multitask, prioritize, and problem-solve in a dynamic environment.
- Strong written and verbal communication skills in English.
- Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.
- Prior experience in STPI-bonded asset environments or working within SEZ/EOU frameworks.
- Familiarity with client and endpoint management platforms like SCCM, Intune, or Jamf.
On-site in Nagawara, Bangalore
Why Choose Us?
We strive to build a diverse workforce that reflects the communities we serve. We also know that life at NETSCOUT is not just about what you will contribute, but what we will give back to you. Besides the promise of interesting work in an exciting and ever-growing industry, NETSCOUT is committed to giving you opportunities to continue to learn and grow. Employees are eligible for a variety of professional development opportunities to help them advance their skills and career. We have heavily invested in our individual, management, and leadership training and development programs.
NetScout Systems, Inc. is an EEO/Affirmative Action Employer.
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