End User Support Analyst, Sr Associate(service desk agent)

Vanguard Technologies; Hyderabad; On-site; INR 420,000 - 540,000; Full time

Job summary

Vanguard Technologies, LTD. is seeking an entry-level Technical Support Analyst in Hyderabad, India.

The role supports end users in a desktop computing environment under direct supervision, focusing on troubleshooting and customer service to build trust and grow technical capabilities. The ideal candidate has at least 2 years of IT support experience, a bachelor’s degree in CS/IT, and familiarity with Windows, MacOS, Virtual Desktop, and remote connectivity.

Qualifications

• 2+ years of experience in IT support and end-user troubleshooting.
• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• Experience with Windows, MacOS, Virtual Desktop and Remote connectivity.

Responsibilities

• Provides entry level technical support addressing end user issues such as configuration, maintenance, troubleshooting, security and usage monitoring.
• Resolves basic technical troubleshooting issues to maintain end-user productivity.
• Maintains an accurate data inventory of end-user issues in the tracking system per policies.
• Elevates more complex issues to higher-level support.
• Learns and follows IT and information security policies.
• Participates in special projects and other duties as assigned.

Skills

Customer service

Empathy

Troubleshooting

Problem solving

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Windows

MacOS

Virtual Desktop

Remote connectivity

ServiceNow

Genesys

Job description

Provides entry level end user technical support in a desktop computing environment, under direct supervision.

Job Summary

Solve problems. Build trust. Grow your technical career. We re looking for a client-focused Technical Support Analyst with 2+ years of work experience, strong customer service and empathy skills, and a passion for troubleshooting. The ideal candidate is curious, resourceful, and knows how to leverage knowledge articles and documentation to quickly find answers, resolve technical issues, and create a positive support experience while continuing to build their technical capabilities. Ideally, we are looking for candidates with Windows, MacOS, Virtual Desktop and Remote connectivity experience. Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions.

Responsibilities

• Provides entry level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
• Resolves basic technical troubleshooting issues to ensure end user productivity.
• Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
• Elevates more complex issues to the appropriate next level support.
• Learns and complies with Information Technology and Information Security policies and procedures.
• Participates in special projects and performs other duties as assigned.

Qualifications and Skills

• Minimum 2 years of experience in IT support, with at least 1 year in direct technical troubleshooting and end-user support.
• Bachelor s degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience.
• Windows, MacOS, Virtual Desktop and Remote connectivity experience.
• Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions.

Location

This role is based in Hyderabad, Telangana at Vanguard India. Only qualified external applicants will be considered.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.