Information Technology Support Specialist

Vinebrook Technology; Bengaluru; Remote; INR 400,000 - 800,000; Full time

Job summary

A technology services company is seeking an IT Support Specialist to provide technical support and customer service in a fully remote capacity. The ideal candidate will have at least 2 years of experience in technical support and a strong proficiency in Microsoft platforms and troubleshooting skills. Responsibilities include managing tickets, performing diagnostics, and communicating effectively with customers. This position offers a chance to work in a dynamic environment while helping to resolve technical issues for customers across various platforms.

Qualifications

• Minimum of 2 years in a technical support role.
• Experience in providing customer support.
• Experience in 24x7x365 Managed Services is preferred.

Responsibilities

• Triage tickets based on severity levels.
• Provide excellent customer service in stressful situations.
• Perform troubleshooting across various platforms, including servers and network devices.
• Use ticket systems to provide status updates.

Skills

Analytical thinking

Troubleshooting skills

Attention to detail

Communication skills

Self-motivated

Microsoft Windows expertise

Office365 proficiency

Basic active directory

Education

High school diploma

College degree preferred

Tools

ITSM tools

Monitoring tools

Microsoft Teams

Microsoft 365

Windows OS

Mac OS

Job description

Overview

IT Support Specialist will work with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, networks, servers, virtualization, and security platforms. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Schedule

• 9am - 5pm EST
• Monday to Friday
• Fully remote

Experience

• 2 years (minimum) in a technical support role
• Experience providing customer support
• Experience in 24x7x365 Managed Services preferred
• Experience using ITSM and Monitoring toolsets

Qualifications, Education, and Training

• High school diploma required; college degree strongly preferred
• Microsoft Teams: 2 years (Required)
• Microsoft 365: 2 years (Required)
• Windows: 2 years (Required)
• Google IT Support Professional (Preferred)
• CompTIA A+, Network+, Security+ (Preferred)
• Microsoft MTA (Preferred)
• ITIL v4 Foundation (Preferred)
• Mac OS: 2 years (Preferred)

Skills

• Highly analytical thinker and troubleshooter
• Detail oriented with excellent documentation and communication skills
• Self-motivated, passionate about technology, with the desire to learn new things
• Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS
• Foundational understanding of operating systems and servers, both physical and virtual.
• Experience working with active directory to perform basic tasks, such as user creation and password resets

Responsibilities

• Triage tickets per specified severity levels
• Refer/ elevate customer issues to the appropriate level of support, as needed
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
• Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
• Distribute scheduled reports to customers as required
• Supporting end-users by diagnosing and resolving computer hardware, network, and application issues
• Assist with cross-training of other team members, as needed
• Perform other tasks as assigned by management