Technical Support Analyst

5 days ago

Bengaluru, Karnataka, India Insightek Global Consulting Full time ₹ 4,00,000 - ₹ 8,00,000 per year

We are looking for a proactive and customer-focused Technical Support Analyst to provide L1 and L2 technical assistance via internal voice and remote support channels. The candidate will handle system, application, and network-related incidents for internal employees and ensure quick resolution or escalation as per SLA.

Key Responsibilities:

L1 Support Responsibilities:

  • Serve as the first point of contact for internal users through calls, chat, or ticketing tools.
  • Troubleshoot hardware, software, and networking issues (Windows, macOS, printers, VPN, email, etc.).
  • Handle user account management password resets, access provisioning, and profile updates (Active Directory, Office 365).
  • Log, categorize, and prioritize incidents or service requests in the ITSM tool (e.g., ServiceNow, Remedy, Jira).
  • Provide remote assistance and guide users through step-by-step troubleshooting.
  • Escalate unresolved issues to L2 or respective support teams with detailed documentation.
  • Maintain high customer satisfaction by following communication and technical support best practices.

L2 Support Responsibilities:

  • Diagnose and resolve complex technical issues escalated from L1 support.
  • Perform in-depth analysis of recurring incidents to identify root causes and permanent fixes.
  • Support OS installation, software deployment, and patch updates.
  • Manage user configurations, virtual machines (VMware, Hyper-V), and endpoint protection tools.
  • Troubleshoot network issues involving LAN/WAN, DNS, DHCP, VPN, and proxy settings.
  • Collaborate with infrastructure and security teams for issue resolution and preventive maintenance.
  • Document knowledge base articles, FAQs, and standard operating procedures (SOPs).

Required Skills:

  • Strong verbal and written communication skills (English mandatory).

  • Technical knowledge of:

  • Operating Systems: Windows 10/11, macOS

  • Networking: Basic TCP/IP, DNS, DHCP, VPN
  • Applications: Office 365, Outlook, Teams, remote desktop tools
  • Virtualization: Basic VMware / Hyper-V understanding

  • ITSM Tools: ServiceNow, Remedy, Jira (preferred)

  • Excellent problem-solving and multitasking abilities.

  • Customer-oriented mindset with attention to detail and patience.

Qualifications:

  • Bachelor's Degree / Diploma in Computer Science, IT, or related field.
  • Relevant certifications are an advantage: CompTIA A+ / N+, Microsoft MCSA / MCP, ITIL Foundation.

Preferred Attributes:

  • Prior experience in internal voice-based IT support environment.
  • Experience working in global user support setups with SLA-based resolution targets.

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