Job Role: Application/Technical Support Executive

Location: Hyderabad (Work From Office)

Experience: 3-6 Years

If you are interested please share your resume to [email protected]

- Responsibilities:
- Provide white-glove technical support to our user base via phone, email, and remote login
- Support workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
- Proactively and consistently communicate with colleagues
- Accurately and promptly record all time in our ticketing system

- Proactively manage ticket queue
- Ensure all ticket notes and statuses are up to date
- Troubleshoot User issues and document all steps up through resolution
- Effectively multi-task to manage workload
- Collaborate on improvement of operational effectiveness
- Document, take ownership of, and escalate issues
- Meet individual and team KPI targets
- Maintain flexibility with respect to work schedule and responsibilities

- Skills
- Excellent customer service skills.
- Ability to demonstrate empathy towards End Users and colleagues.
- Prompt answering of emails, phone calls, and other communications.
- Assessment and prioritization of work in a fast-paced workplace.
- Functioning at a high level under time constraints and pressure.
- Self-motivated, detail-oriented, and organized.
- Effective communication, interpersonal, organizational, and presentation skills, oral and written.
- Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
- Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
- Highly developed and process-oriented problem-solving skills.




- Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
- Continued proactive development of O365.
- Management of a multi-tenant environment.
- In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
- Management of Active Directory accounts, groups, and permissions.
- Duo Security and other MFA applications.
- Microsoft Exchange Administration.
- Troubleshooting Win 10, 11 operating systems
- Management of Azure Active Directory.
- Management of O365 Admin Portal.
- Management of MDM technologies (e.g., Intune).
- Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
- Virtual server administration (e.g., VMware vSphere):
- Resource (e.g., RAM, virtual drives, and CPU) management

- GPO management
- Troubleshooting of server performance issues

- Server roles management
- Troubleshooting of DNS, DHCP, and TCP/IP issues.
- Print queue installation, configuration, and management.
- SQL Querying & Data Analytics
- Core Focus: Leveraging data for diagnostics, reporting, and decision support. Key Competencies:
- Writing intermediate SQL queries (JOINs, subqueries, GROUP BY, aggregate functions).
- Extracting and visualizing data from systems like ServiceNow, SolarWinds, or internal asset databases.
- Understanding of basic normalization, data relationships, and stored procedures.
- Ability to learn schema of database and query data to identify possible data issues
- • Ability to document knowledge base articles on repetitive issues for knowledge share.
- • Ability to carry out simple configuration changes in ERP.

- Qualifications
- 2+ years of experience in a related field.

📌 Technical Support Associate (Hyderabad)
🏢 American Unit
📍 Hyderabad