Description

Technical Support Analyst
Department: Customer Support
?Location: Pune, India – Work from Office
Work Schedule: 24x7 rotational shifts, inclusive of weekends and public holidays

Educational Qualifications
- Bachelor’s degree in engineering, Technology, or Computer Science (BE, BTech, BSc-IT, MCA) or an equivalent qualification.

Technical Competencies
- Proficiency in Linux and Windows Operating System Administration
- Fundamental knowledge of networking; CCNA certification preferred
- Experience with MySQL Database Administration

Behavioural & Interpersonal Competencies
- Excellent verbal and written communication skills; fluency in English is mandatory
- Strong active listening capabilities and the ability to articulate technical information clearly to non‑technical stakeholders
- High degree of customer empathy with a demonstrated focus on customer satisfaction
- Solid sense of responsibility, ownership, and accountability
- Effective analytical, diagnostic, and critical thinking abilities
- Ability to remain calm, patient,



and professional in high‑pressure situations

Preferred Certifications
- Linux or Windows System Administration
- CCNA (Networking)
- MySQL Database Administration
- ITIL Foundation

Roles and Responsibilities
- Provide first‑level technical support to internal teams and external customers
- Troubleshoot and diagnose issues related to operating systems, applications, devices, and software
- Manage and update the ticketing system, ensuring timely resolution and accurate documentation
- Maintain and update technical documentation, SOPs, and knowledge base articles
- Collaborate with cross‑functional teams locally and internationally as required
- Conduct periodic training sessions for internal teams on relevant tools, processes, and systems
- Prepare operational reports and insights for various business functions
- Demonstrate familiarity with service management practices; ITIL knowledge is advantageous
- Utilize support tools ef

📌 Technical Support Analyst (Poon)
🏢 blancco technology group
📍 Poon