Service Desk Technician

**Role: Service Desk Technician.**
**Experience: 1+ Years.**
**Location: Hyderabad.**

**About MarketStar**:
In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation.

Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.

**Key Responsibilities**:

- Provide prompt, courteous, and effective support for hardware, software, and network-related issues.
- Accurately log, track, and manage incidents and service requests using the TechServices ticketing system.
- Troubleshoot and resolve issues related to Windows, Mac, and Chrome operating systems, Microsoft Office Suite, and basic networking.
- Perform hardware diagnostics, repairs, and upgrades, including imaging and deploying new devices.
- Assist with user account management, including password resets and Active Directory updates.
- Maintain and track IT inventory, ensuring accurate asset management.
- Support onboarding and offboarding processes by preparing and recovering computer equipment.
- Escalate unresolved issues to appropriate IT and other support team members while maintaining ownership of the user experience.
- Contribute to documentation of support procedures and knowledge base articles.Perform other duties as assigned by TechServices leadership.

**Qualifications & Skills**:

- Currently pursuing or holding IT certifications such as CompTIA A+, Network+, or Security+ (preferred).
- Foundational knowledge of Windows, Mac, Chrome OS, Microsoft Office 365, and basic networking concepts (TCP/IP, LAN/WAN, wireless).
- Familiarity with Active Directory, file servers, and backup solutions is a plus.
- Strong analytical and problem-solving skills with a keen attention to detail.
- Excellent verbal and written communication skills, including technical documentation.
- Demonstrated ability to deliver high-quality customer service with professionalism and empathy.
- Self-starter with the ability to manage time effectively and follow through on tasks.
- Ability to work independently and collaboratively in a fast-paced environment.

**Must Have Skills**:

- Excellent written and verbal communication skills
- Strong troubleshooting knowledge of Windows & Mac OS, Microsoft office suite, Browsers, VPNs, network, printers and other peripherals.
- Experience on any of the ITSM and ITAM tools to manage tickets and inventory
- Strong analytical and problem solving skills
- Ability to work independently, prioritize tasks, and handle multiple assignments in a dynamic environment.Open for rotational shifts (24/7)

**Why Join the TechServices?**

**What’s in it for you?**
Constant Learning and an entrepreneurial growth mindset. Employee-centric benefits plan including but not limited to Comprehensive Health Insurance, generous Leave Policy, Covid Support, Vaccination drives, Well-being sessions, real-time grievance redressal, and work flexibility.

We are a people-first organization with policies and processes that help you bring the best version of yourself into work including fast-track growth for high-potential folks. An opportunity to be associated with the world’s leading brands as clients. To be a part of an organization with more than 60% of homegrown Leaders. Customized training programs that are catered to personal and professional development. We are an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.

**Note**:This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.