Location
Bangalore | India
Job description
Provide efficient and effective technical support to end-users within our global offices, as well as our remote workers via our ticketing system. Pride Support analysts will respond to user inquiries, diagnose, troubleshoot technical issues, and provide solutions to ensure minimal disruption to workflow.
RESPONSIBILITIES:
- Provide first-line technical support and assistance to end-users via our internal ticketing system, in person, phone, email, and remote access tools.
- Diagnose and resolve hardware, software, network, and system-related issues promptly and efficiently within SLA timescales.
- Log and track support tickets in the helpdesk ticketing system, ensuring accurate documentation and timely resolution.
- Escalate incidents to Pride Support Tier 2 when necessary.
- Assist with user password/2FA resets via our 2FA provider.
- Collaborate with other teams to identify and resolve recurring technical issues.
- Contribute to the development and maintenance of IT documentation, knowledge base articles, and user guides.
- Stay up to date with the latest technology trends and provide recommendations for continuous improvement.
KNOWLEDGE / BACKGROUND EXPERIENCE
- 9+ years experience (or equivalent schooling) in a Help Desk, system administrator, or customer service role.
- Excellent knowledge of Windows and Mac operating systems.
- Proficiency in Microsoft Office Suite and other common business applications.
- Managing a team, train, and support help desk representatives.
- Familiarity with Active Directory, group policies, and user account management.
- Basic knowledge of TCP/IP networking, DNS, DHCP, and VPN concepts.
- Strong understanding of computer hardware, software, networks, and peripherals.
- Experience with helpdesk ticketing systems and remote support tools.
- Strong troubleshooting and problem-solving skills with the ability to analyze and resolve or escalate technical issues efficiently.
- Excellent communication and interpersonal skills, with a customer-oriented approach.
- Ability to work independently and collaboratively within a team environment.
- A proactive and self-motivated attitude, with a strong commitment to delivering high-quality technical support.
- Applies effective time management skills and can handle multiple tasks or projects effectively.
BENEFITS:
- 6x Flexi Fridays: knock 2.5 hours off your day on any day.
- Medical insurance coverage for extended family members.
- Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories
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