Information Technology Support Specialist

Astreya; Haryana; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Astreya in Gurugram is seeking an experienced IT Support Specialist (End User, L3) to provide on-site and remote support for end-user software, hardware, and connectivity. The role is hands-on and requires collaboration with the support team to deliver a seamless technology experience for all users, including traders and leaders.

You will manage L1 and L3 tickets, diagnose issues across Windows, macOS, Linux, iOS, Android, networks, and security, and work with AD, Azure, Intune, DNS, DHCP,

Qualifications

• 7+ years of relevant technical support experience in a medium to large, complex enterprise environment.
• Advanced knowledge of Windows, macOS, Linux, iOS and Android; networking and information security.

Responsibilities

• Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.
• Troubleshoot hardware, software, user accounts, and connectivity issues across multiple platforms.
• Fulfill IT hardware requests including delivery, setup, and basic troubleshooting in the office.
• Provide hands-on data center support, including equipment installation and inventory tracking.
• Escalate issues to senior team members or vendors to ensure root-cause resolution.

Skills

Windows

macOS

Linux

Networking

Information security

Active Directory

Azure

Intune

DNS

DHCP

Microsoft Exchange

TCP/IP

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.