Job Summary

Overview: Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery.

Key Responsibilities

First-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle. Troubleshooting &

- Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level. Incident &
- Request Management: Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow) Escalation &
- Collaboration: Escalate complex issues to specialized teams (network, security, dev). User Account &
- Security Support: Manage Active Directory, password resets,



access permissions; assist with security procedures.

Knowledge

Base &

- Documentation: Maintain resolution notes, update internal KB, contribute to support documentation. User Training &
- Communication: Provide guidance, and status updates to end users.

Skill Requirements

Excellent customer service and troubleshooting skills Knowledge of ITSM tools, Active Directory, Windows/macOS

Must Have Skill

English,Microsoft Windows,ARABIC

Valuable to Have Skill

Other Requirements

Excellent customer service and troubleshooting skills Knowledge of ITSM tools, Active Directory, Windows/macOS

📌 Analyst - English, Arabic, Microsoft Windows (Nagpur)
🏢 HCLTech
📍 Nagpur