Technical Consultant

Position: Sr. Technical Support Analyst (L2) / Senior Technical Consultant / Sr. Technical Support Executive
Experience: 3-5 years
Location: Vizag / Bangalore
Job Type: Full time / 24/7 Support

Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service.

Responsibilities:
- Provide first-line support for technical issues via phone, email, and chat and understand their concerns and provide prompt and accurate solutions
- Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.
- Document incidents and service requests in the ticketing system, ensuring accurate information is captured.
- Log, categorize, prioritize, and track technical support issues using an ITSM tool
- Escalate complex issues to senior team members or other IT departments as necessary.
- Assist in the development and maintenance of knowledge base articles.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services
- Participate in team meetings and contribute to process improvement initiatives.
- Mentor junior staff and assist in training new team members.
- Experience with Active Directory and user account management.
- Basic knowledge of networking concepts and troubleshooting.
- Basic knowledge on Windows 10 / 11.
- Knowledge of MS Office troubleshooting.
- Excellent Communication Skills is a must

Skills:
Windows Desktop Support, Service Desk, Wired & Wireless, Troubleshooting, Mac Support, Active Directory, Networking, Windows 10/11, MS Office support and troubleshooting, Excellent communication skills,
ITSM Tools, ITIL, ServiceNow, JIRA

Qualifications:
-Any Graduate (10+3), bachelor s degree in computer science, Information Technology, or related field (preferred).
- Good Verbal and communication skills.
- 3-5 years of experience in voice technical support role, preferably in a service desk environment.
- Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
- Familiarity with ITIL best practices and ticketing systems (e. g. , ServiceNow, JIRA).
- Excellent problem-solving skills and customer service orientation.
- Strong communication skills, both verbal and written.
- Windows/Network/ITIL Certification preferred


** Part of SOW - (Managed Capacity - Service Desk)