Technical Associate - Service Desk 5A

Overview

Provide first-level technical support for end users through phone, chat and remote support tools, resolving incidents and service requests across Windows, Mac and Microsoft 365 environments.

What you'll do

• Provide first-level technical support via phone, chat, and remote support tools.
• Troubleshoot Windows and Mac operating systems.
• Support Active Directory tasks such as password resets and account unlocks.
• Handle Office 365/Microsoft 365 related issues.
• Perform basic network troubleshooting.
• Log, categorize, track, and resolve incidents and service requests.
• Escalate unresolved issues to Level 2/Level 3 support teams.
• Maintain accurate ticket documentation and knowledge base updates.
• Take ownership of incidents from creation to closure.

What you'll need

• Bachelor's degree in Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering.
• Windows and Mac troubleshooting.
• Active Directory.
• Microsoft Office / Microsoft 365.
• Basic Networking.
• Outlook support.
• Printer and peripheral troubleshooting.
• Laptop/Desktop support.
• Required skills: Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Workplace Services.
• English language proficiency at Advanced level (C1).

Nice to have

• Certified Cloud Security Professional (CCSP) - ISC².
• Certified Information Systems Security Professional (CISSP) - Workforce Academy Online.
• CompTIA Security+ - CompTIA.
• ISO 27001 Lead Auditor - IRCLASS.
• Microsoft Certified: Azure Security Engineer Associate - Microsoft.

Details

• Location: 1401-G-India, 14-45, Uppal, STPI, Hyderabad.
• Job type: Regular.
• Work mode: Office work.
• Shift: Rotating (India).