Role & responsibilities

Role: Technical Support Associate

- Ability to work in 24*7 setting, this is a must
- Only experience with minimum 1 year are only eligible
- Experience into Technical support and Service desk will be an added advantage
- First Point of Contact for users to report Technical issues
- Record all interactions through call, email or chat in the Ticketing System. Resolve issues

under support boundaries and route issues beyond scope to the respective SupportGroups.
- First Line Troubleshooting to be done completely using the available resources and

documented before assigning/routing the tickets to the L2 Groups.
- Ensure reported issues are responded and addressed as per the defined SLA timelines
- To work towards effective and timely resolution of issues.
- Document the Learnings and contribute Knowledge Articles
- Timely Communication of Priority Issues to the respective stakeholders and coordinate

until resolution.
- Document detailed and accurate notes, record them on ITSM tool

Technical Skill set
- Voice Call Handling: excellent knowledge of handing voice calls and multitasking.
- Email Communication: professional email writing skills.
- Chat Communication: professional chat writing skills and multitasking.
- Infrastructure Monitoring: Good understanding of Infrastructure components and

respective alerts.
- Exchange: Knowledge on functioning and configuration of Microsoft Exchange client.

AD: Knowledge on - Active directory, Proxy, DNS, Group Policy.Network:



Knowledge on LAN setup, basic routing and switching, passive networking.Desktop Security: Knowledge on Antivirus deployment and update, patchmanagement, monitoring and reporting.Desktop, Laptop, Handheld devices: Knowledge on build management, OSdeployment, common application installation and troubleshooting, Hardwareknowledge.
- Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook,

iPhone, Network printers, etc
- Printers: Hands on experience on managing printers (Local & Network printers) -
- MS Office: Good / excellent knowledge for support of MS Office and standard software

Competencies: :• High Level of Communication Skills and ability to comfortably handle International Customers

.• Only Experience with minimum 1 year

- Experience with technical support and service desk into voice will be an added advantage
- Flexibility to work in a 24*7 environment is mandatory
- Knowledge about Incident and Service desk management

.• Understanding of ITIL concepts
- Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing
- Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues.

Note: This openings are only for Experience with minimum 1 year, please read the posting clearly and attend the walkin interview

Please carry your resume and aadhar while coming and please mention Aniketh on top of your resume Dont Walkin on Sat & Sun and festive days

📌 Walk-in || Mega Walkin For Service Desk Role (International Voice) For Experience (Hyderabad)
🏢 Tech Mahindra
📍 Hyderabad