Education Qualification Any Graduate Engineering Science Skills Primary - Technology End User Issues Printer Scanner Outoook MS Office Applications 3 - Experienced Tertiary - Behavioral Aptitude Communication 2 - Knowledgeable Tertiary - Behavioral Aptitude Information Processing 2 - Knowledgeable 1 Handle incoming calls emails and chat from the users Some account may require working on rotational shift 2 Ability to comprehend end users from international locations over the phone 3 Recording classifying and prioritizing tickets 4 Providing initial support and troubleshooting based on Knowledge Base articles 5 Contributing to Knowledge Base with recent articles 6 Taking a remote of an end users machine if required while troubleshooting 7 Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support 8 Monitoring the status and documenting the progress towards resolution of all open tickets 9 Keeping affected users informed about the progress 10 Escalating the process if necessary 11 Resolution confirmation and closure of tickets within the SLA 12 Attend trainings and complete certifications for set competencies Technical Skills 1 Ability to differentiate between different type of IT assets 2 Basic troubleshooting on different versions of Windows OS E g Windows XP Windows 7 Windows 10 and Windows 11 3 Understanding of desktop applications and how do they work installation and uninstallation 4 Ability to support users in business applications based on SOP s 5 Troubleshooting Desktop Application remotely 6 Ability to carry out Disk management Disk Encryption Wireless configuration 7 Ability to check utilization and availability ability to perform start up and shut down services by following SOP 8 Ability to Install and configure email client troubleshoot connectivity issues 9 Ability to troubleshoot calls for printers and copiers locally and remotely Desired Skills - Understanding of domain setup and ability to add remove computers to domain - For MSP and Enterprise Location India - Bengaluru Created On 19-Nov-2025