Job Summary

We are seeking a customer-focused Technical Support Specialist to provide remote technical assistance to customers and internal users. The ideal candidate will diagnose and resolve hardware, software, network, and application issues while delivering exceptional customer service. This role requires strong troubleshooting skills, effective communication, and the ability to work independently in a remote setting while ensuring timely issue resolution and adherence to Service Level Agreements (SLAs).

Key Responsibilities

- Provide first and second-level technical support via phone, email, chat, and remote support tools.
- Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.
- Log, prioritize, and track incidents and service requests using IT Service Management (ITSM) tools.
- Escalate complex technical issues to appropriate engineering or support teams.
- Install, configure, and maintain operating systems, software applications, and peripheral devices.
- Support Microsoft 365, email systems, VPNs, printers, and collaboration tools.
- Assist users with account management, password resets, and access-related issues.
- Document troubleshooting steps, resolutions, and knowledge base articles.
- Monitor support queues and ensure timely resolution of tickets within defined SLAs.
- Collaborate with cross-functional teams to identify recurring issues and implement preventive solutions.




- Maintain accurate records of support activities and customer interactions.
- Stay updated with new technologies, products, and support processes.

Required Qualifications

- Bachelor's degree or diploma in Computer Science, Information Technology, or a related field (or equivalent experience).
- 1–3 years of experience in Technical Support, IT Support, Help Desk, or Service Desk roles.
- Strong knowledge of Windows, macOS, and basic Linux administration.
- Experience supporting Microsoft 365, Outlook, Teams, and Office applications.
- Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Experience using remote desktop tools and IT ticketing systems.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to work independently in a remote environment.

Preferred Qualifications

- ITIL Foundation certification.
- Microsoft Certified: Modern Desktop Administrator, Microsoft 365 Fundamentals, or similar certification.
- Experience with Active Directory and Microsoft Entra ID (Azure Active Directory).
- Familiarity with endpoint management tools such as Microsoft Intune.
- Experience with ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, or Fresh service.
- Basic knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform.
- Experience working in Agile or ITIL-based environments.

📌 Technical Support Specialist (India)
🏢 iConsultera
📍 India