Technical Support Analyst
Location
Noida | India
Job description
Job Summary:
Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware. Installs, configures, and troubleshoots desktop systems, workstations, servers, and network issues in a diverse environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization's computer users about basic and specialized applications.
Survey Tip: May be client-focused, working with Professional Services and Outsourcing functions. May include company-wide, web-enabled solutions.
Responsibilities: - Provide technical support to customers by troubleshooting and resolving software, hardware, and network issues.
- Respond to customer inquiries and provide timely and accurate solutions or workarounds.
- Document and track customer issues, resolutions, and interactions in a support ticketing system.
- Collaborate with cross-functional teams, such as engineering and product management, to escalate and resolve complex issues.
- Conduct remote troubleshooting sessions to identify and resolve technical problems.
- Install, configure, and maintain software applications and hardware devices for customers.
- Provide training and guidance to customers on using software applications and resolving common technical issues.
- Evaluate and test new software releases and updates to ensure compatibility and identify any potential issues.
- Stay updated on industry trends, technologies, and best practices to continuously improve technical support capabilities.
- Collaborate with the development team to identify and communicate customer feedback, feature requests, and product improvements.
Required Skills: - Strong technical knowledge and expertise in troubleshooting and resolving software, hardware, and network issues.
- Proficiency in using support ticketing systems to document and track customer issues, resolutions, and interactions.
- Ability to collaborate and work effectively with cross-functional teams to escalate and resolve complex technical issues.
- Continuous learning mindset and ability to stay updated on industry trends, technologies, and best practices in technical support.
- Strong computer skills, including proficiency in Microsoft Office.
- Excellent attention to detail and strong documentation skills.
- Outstanding verbal and written communication skills.
- Strong organizational and interpersonal skills.
- Exceptional problem-solving abilities.
Education and Experience: - Bachelor's/master's degree in engineering or a related field.
- 4+ years of experience
Job tags
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