Associate Technical Support Consultant

Harris Computer; Pune District; On-site; INR 300,000 - 520,000; Full time

Job summary

Harris Computer in Pune, India, seeks an Associate Technical Support Consultant. This entry-level role focuses on delivering first-line support for enterprise healthcare software, learning processes, and working with experienced consultants to resolve customer issues.

You will gain exposure to enterprise applications, databases, interfaces, and incident management while handling support tickets and documenting outcomes for continuous improvement.

Qualifications

• Bachelor's degree in CS/IT/CE/Electronics or related technical discipline.
• Fresh graduates encouraged to apply.
• Basic understanding of Windows OS, networking, SQL concepts, and troubleshooting.

Responsibilities

• Provide first-level technical support to customers using enterprise healthcare software.
• Investigate, troubleshoot, and resolve issues via ServiceNow or other ticketing systems.
• Analyze problems by gathering information, reviewing logs, and following SOPs.
• Document troubleshooting steps, findings, and resolutions clearly.
• Collaborate with senior technicians and other teams to resolve complex issues.
• Meet SLA, productivity, and customer satisfaction targets.
• Participate in knowledge transfers and contribute to knowledge articles.

Skills

Strong written and verbal comms

Analytical and problem-solving

US shift readiness with weekend on‑d/c

Education

Bachelor's degree in Computer Science, IT, CE, Electronics or related technical discipline

Tools

ServiceNow

Job description

Job Description

Job Title: Associate Technical Support Consultant
Experience: Fresher / 0-1 year
Location: Pune, India
Employment Type: Full-Time
Department: Technical Support / Customer Support

Job Summary

We are looking for a motivated and technically inclined Associate Technical Support Consultant to join our Technical Support team. This is an entry-level opportunity for a fresher who is passionate about technology, problem-solving, and helping customers.

The successful candidate will receive training on our enterprise healthcare software products and support processes and will work closely with experienced consultants to troubleshoot and resolve customer issues.

The role provides an opportunity to develop expertise in enterprise applications, databases, interfaces, application troubleshooting, incident management, and healthcare IT systems.

Key Responsibilities

• Provide first-level technical support to customers using enterprise healthcare software applications.
• Investigate, troubleshoot, and resolve application and technical issues reported through ServiceNow or other ticketing systems.
• Analyse reported problems by gathering relevant information, reviewing logs, identifying error messages, and following established troubleshooting procedures.
• Follow documented Standard Operating Procedures (SOPs), Knowledge Articles, and troubleshooting guides to resolve common issues.
• Perform basic application configuration, validation, and troubleshooting activities under the guidance of senior team members.
• Collaborate with senior technical consultants, development, infrastructure, database, interface, and other technical teams when additional expertise is required.
• Maintain accurate and detailed case documentation, including troubleshooting steps, findings, resolution, and customer communication.
• Meet defined SLA, productivity, quality, and customer satisfaction expectations.
• Participate in knowledge-transfer sessions and continuously build knowledge of supported products.
• Identify recurring issues and contribute ideas for improving knowledge articles, SOPs, automation, and support processes.
• Use available tools, documentation, and AI-assisted troubleshooting capabilities responsibly to improve investigation efficiency and resolution quality.
• Communicate clearly and professionally with customers and internal teams through email, chat, and support calls.
• Participate in rotational shifts, including evening/night/weekend coverage, based on business requirements.
• Escalate critical or high-impact issues promptly and ensure appropriate follow-up until resolution.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical discipline.
• Fresh graduates with strong technical aptitude are encouraged to apply.
• Basic understanding of:
  • Operating systems, particularly Windows
  • Networking fundamentals
  • Databases and SQL concepts
  • Application troubleshooting
  • Software development/support concepts
• Good analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Flexible to work during U.S shift timings with certain weekend on call.

Requirements