Technical support analyst

1 week ago

Delhi, India DigitalTek Solutions Full time
Job description
Company Description
With over a decade of expertise, Digital Tek Solutions is a trusted provider of managed services staffing, staff augmentation, and IT consulting, delivering tailored solutions to Fortune 1000 companies across North America. We specialize in connecting top talent with opportunities in the IT, Engineering, and Digital sectors, serving various industries including banking, finance, insurance, manufacturing, automotive, and more. Our commitment to excellence and deep industry knowledge ensures we meet the evolving needs of our clients with precision and innovation.
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Job Title: Technical Support Analyst
Location: 100% work from home
Job Overview: We are seeking a skilled and customer-focused Technical Support Specialist to provide assistance to users experiencing technical issues. The Technical Support Specialist will troubleshoot problems, provide solutions, and ensure a positive user experience. This role requires excellent problem-solving skills, technical expertise, and the ability to communicate effectively with both technical and non-technical users.
Key Responsibilities:
Provide first-level technica l support to users via phone, email, chat, or in person.
Troubleshoot and resolve hardware, software, and network issues in a timely manner.
Assist users with setup, installation, and configuration of devices, applications, and systems.
Document reported issues, troubleshooting steps, and resolutions in the ticketing system.
 Escalate complex issues to higher-level support teams or vendors when necessary.
Maintain and update technical support documentation and user manuals.
Monitor system performance and identify recurring issues to suggest improvements.
Educate users on best practices to optimize system performance and minimize issues.
Collaborate with IT teams to ensure seamless support and system updates.
Stay updated on new technologies, tools, and processes to provide effective support.
Qualifications and Skills:
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Proven experience in a technical support or helpdesk role.
Strong knowledge of operating systems (Windows, mac OS, Linux) and common software applications.
Familiarity with troubleshooting hardware components such as laptops, printers, and peripherals.
Basic understanding of networking concepts (IP addressing, DNS, VPN, etc.).
Proficiency with remote support tools and ticketing systems (e.g., Zendesk, Service Now).
Excellent communication and interpersonal skills to explain technical concepts to non-technical users.
Strong organizational skills and attention to detail.
Preferred Qualifications:
Industry certifications such as Comp TIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
Experience supporting cloud-based applications and services (e.g., Microsoft 365, Google Workspace).
Knowledge of ITIL best practices for service management.
Experience with scripting or automation tools is a plus.
Why Join Us?
At Digital Tek Solutions, we foster a collaborative and innovative work environment where you will have opportunities to grow professionally. You will gain hands-on experience working on cutting-edge projects, receive mentorship from industry experts, and be part of a supportive team committed to your success.

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