Information Technology Support Specialist

Astreya; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Astreya in Gurugram is seeking an IT Support Specialist (End User, L3) to provide on-site and remote support for end-user software, hardware, and connectivity.

You will triage, diagnose, and resolve issues across Windows, macOS, Linux, and mobility, while delivering top-tier service to traders and leadership. The role handles L1 and L3 tickets with collaboration across local and remote teams and requires immediate to 60 days joining.

Qualifications

• 7+ years of enterprise IT support experience.
• Strong knowledge of Windows, macOS, Linux and mobile OS.
• Experience supporting end-user devices, networks, and security.

Responsibilities

• Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.
• Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility
• Fulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you’re based.
• Provide hands-on data center support, including equipment installation, cabling, inventory tracking, and basic troubleshooting.
• Perform conference room maintenance sweeps and basic troubleshooting.
• Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur.
• Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed and they have an optimal IT experience.
• Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.
• Overtime responsibilities as needed.
• Able to manager L1 tickets aswell while working on L3 tickets

Skills

Windows

macOS

Linux

Networking

Information Security

Active Directory

Azure

Intune

DNS

DHCP

MS Exchange

VPN

WebEx

MS Teams

Zoom

Communication

Customer Service

Tools

Active Directory

Azure

Intune

DNS

DHCP

MS Exchange

VPN

Job description

Role: IT Support Specialist (End User, Individual Contributor)- L3

Location: Gurugram

Mode: Onsite

Joining Time: Immediate to 60 Days

Job Summary

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. As an End User Support IT Specialist, you will provide on-site and remote technical support for internal end-user software, hardware, and connectivity.

We are looking for a driven, self-directed, technical professional who can work both independently and with the broader support team. The End User Support team is singularly focused on delivering a seamless technology experience for all users.

The right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top-tier customer service to our end users.

Responsibilities:

• Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.
• Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility
• Fulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you’re based.
• Provide hands-on data center support, including equipment installation, cabling, inventory tracking, and basic troubleshooting.
• Perform conference room maintenance sweeps and basic troubleshooting.
• Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur.
• Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed and they have an optimal IT experience.
• Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.
• Overtime responsibilities as needed.
• Able to manager L1 tickets aswell while working on L3 tickets

What we’re looking for:

• 7+ years of relevant technical support experience in a medium to large, complex, and fast-moving enterprise environment.
• Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics.
• Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN.
• Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).
• Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenure and seniority.