Associate Process Manager

eClerx; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading IT service company in Pune is seeking a technical support technician to assist internal users with IT issues over various mediums including phone and email. You will troubleshoot, resolve, and escalate problems, while also advising on upgrades and improvements. Candidates should have a Bachelor's or Master's degree and proven help desk experience, with good communication and customer service skills. This position offers a chance to contribute to user satisfaction and improve IT processes.

Qualifications

• Proven experience as a help desk technician or support technician.
• Good understanding of computer systems and tech products.
• Ability to diagnose and resolve basic technical issues.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance.
• Perform remote troubleshooting and determine solutions.
• Install and maintain hardware and software.

Skills

Technical troubleshooting

Communication skills

Customer service orientation

Knowledge of MS Office

Ability to diagnose technical issues

Education

Bachelor’s degree or Master’s degree

Job description

Responsibilities

• Serve as the first point of contact for internal users seeking technical assistance over the phone or email or any other medium
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by users
• Walk the users through the problem‑solving process
• Responding to client support requests.
• Contacting clients to find out the nature of the problem.
• Troubleshooting hardware and software issues.
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT services and application and support mechanisms
• Record events and problems and their resolution in logs
• Follow‑up and update user status and information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest possible improvements to procedures

Eligibility Requirements

• Proven experience as a help desk technician or other support technician role
• Tech savvy with working knowledge of MS office, Teams/Zoom, and remote technologies
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Good written and verbal communication skills.
• Customer‑oriented and cool‑tempered
• Bachelor’s degree / Master’s degree