Job Description

Technical Support Engineer Associate –

Key accountabilities:
The Technical Support Engineer Associate provides technical support to MSX International users for a wide range of computer-related issues ranging from client device issues and requests to Enterprise Application issues. You are expected to actively partner with team members, regional stakeholders, and local markets, playing a key role in delivering technical support from the Shared Service Centre. You will receive incoming calls and requests from users, and will be responsible for troubleshooting, analysing and resolving user problems.

Key activities and responsibilities:

- Receive incoming calls and requests regarding problems with desktop functionality, network connectivity and application support.
- Actively listen to user problems - analysing, troubleshooting and identifying issues.
- Run queries and tests to identify root causes of system errors.
- Conduct research to identify known and emerging issues,



and write appropriate documentation for workarounds and fixes and publish to the SSC Knowledge Base
- Recommend solutions to users to resolve their problem, help them implement the solution and confirm that problem has been resolved.
- Update knowledge base with process changes and / or recommended solution.
- In case problem cannot be resolved, escalate to the appropriate Team.
- Plan and participate in Knowledge Transfer for services / system enhancements.
- Proactively identify service improvement actions

ABOUT THE INDIVIDUAL

Ideal Education / Specific Qualifications/ Certifications

- Mandatory Certifications:
- ITIL V3 Foundation Certification – IT Service Management required
- CompTIA A+ 2019
- Microsoft 365 Fundamentals

- Optional Certifications:

- Microsoft 365 Certified: Contemporary Desktop Administrator Associate
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft 365 Certified: Security Administrator Associate

📌 Technical Support Engineer Associate (Navi Mumbai)
🏢 MSX INTERNATIONAL
📍 Navi Mumbai