Designation: IT Support Associate

nBU: Group Function

nLocation: Pune

nExperience: 2 to 4 Yrs

nShift Details: 6 days a week (Monday to Saturday)

nShift Timings: 10:00 AM – 7:00 PM

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nAbout the Role

nWe are looking for an IT Support Associate to provide first-level technical support across Windows and macOS/Apple systems. The role involves troubleshooting hardware, software, Microsoft 365, Google Workspace, and basic network issues, while supporting user onboarding, IT assets, and day-to-day service desk operations. The ideal candidate should have strong troubleshooting skills, good communication, and a customer-focused approach.

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nKey Responsibilities

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- Provide first-level technical support for Windows and macOS/Apple systems.
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- Troubleshoot hardware, software, email, and basic network-related issues.
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- Configure and troubleshoot Microsoft 365 and Google Workspace accounts.
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- Install, configure, update, and troubleshoot operating systems and business applications.
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- Support user account creation, password resets, access rights, and basic IT administration.
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- Troubleshoot basic LAN, Wi-Fi, IP, DHCP, and DNS connectivity issues.
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- Perform routine system health checks, software updates, and patch management.
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- Log, track, and resolve incidents and service requests through the IT ticketing system.
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- Escalate unresolved issues to L2/L3 support teams with proper documentation.
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- Support employee onboarding and offboarding, including device allocation and returns.
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- Provide remote support through phone, email, chat, and remote-access tools.
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- Maintain IT asset inventory and relevant support documentation.
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- Follow IT support processes, security guidelines, and defined service-level targets.
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nRequired Skills & Qualifications

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- Degree/Diploma in IT, Computer Science, or a related field.
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- Basic knowledge of Windows and macOS operating systems.
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- Familiarity with Microsoft Office/Microsoft 365 applications.
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- Understanding of networking fundamentals such as LAN, Wi-Fi, IP addressing, DHCP, and DNS.
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- Basic knowledge of laptop, desktop, and peripheral hardware troubleshooting.
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- Strong problem-solving and analytical skills.
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- Good verbal and written communication skills.
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- Customer-oriented approach with the ability to work effectively in a team.
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- Ability to learn and adapt to current technologies quickly.
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nPreferred Skills

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- Exposure to Google Workspace administration.
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- Experience with remote support tools.
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- Understanding of ITIL concepts and IT service desk processes.
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📌 IT Support Associate (Pune)
🏢 upGrad
📍 Pune