upGrad
Location
Noida | India
Job description
Job Title: Technology Support Analyst
● Provide tier 1-2 technical support in a global environment, supporting hardware, software &
apps.
● Supporting Office365 & Gmail email solutions
● Manage endpoints, push OS patches & policy rollouts
● To support Windows & MAC operating systems
● To do user administration on ERP system
● Address user tickets regarding hardware, software, and networking ( DHCP, DNS)
● Walk customers through installing applications and computer peripherals
● Troubleshooting network issues.
● Ask targeted questions to diagnose problems
● Guide users with simple, step-by-step instructions
● Conduct remote troubleshooting
● Test alternative pathways until you resolve an issue
● Customize desktop applications to meet user needs
● Record technical issues and solutions in logs
● Direct unresolved issues to the next level of support personnel
● Follow up with the users to ensure their systems are functional.
● Report customer feedback and potential product/requirement requests
● Help create technical documentation and manuals
● Zoom & WebEx administration & troubleshooting is an added advantage
Necessary Skills and Experience
● Bachelor of Engineering/computer science or equivalent from a recognized University
● Proven work experience of 4+ years as a Technical Support Engineer
● Should be comfortable in working shifts & should have supported Global Customers.
● Good understanding of ITIL
● Strong ability to learn new technology and ramp-up quickly.
● Ability to work in a high-energy technical team environment as a team player.
Job tags
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