Information Technology Technical Support

Artech L.L.C.; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Artech L.L.C. is seeking an IT Help Desk / International Technical Support specialist to resolve hardware, software and networking issues.

The role focuses on international voice support with strong English communication, and requires handling end-user inquiries via a ticketing system. Responsibilities include troubleshooting Windows and application issues, AD-related user problems, Outlook connectivity, VPN/DNS/DHCP basics, and remote support, with tickets logged in ServiceNow and escalations

Qualifications

• International Voice Technical Support experience is mandatory.
• Experience handling international technical support calls.
• Excellent English communication skills.
• Familiarity with ServiceNow or similar ticketing tools.
• Strong troubleshooting knowledge for hardware, software and networking.

Responsibilities

• Handle inbound international technical support calls.
• Troubleshoot hardware, software and networking issues for end users.
• Diagnose Windows/app issues and assist with account/password problems in AD.
• Troubleshoot Outlook, VPN, DNS and DHCP connectivity.
• Provide remote assistance and log incidents in ServiceNow.
• Escalate complex issues to L2/L3 teams as needed.
• Maintain thorough ticket documentation and update users regularly.

Skills

International Voice Support

Active Directory

ServiceNow

Hardware Troubleshooting

Software Troubleshooting

Basic Networking

VPN/DNS/DHCP

Remote Desktop

Windows Event Logs

ITIL/ITSM

Excellent English

Education

None

Tools

ServiceNow

Job description

Technology Operations Analyst - IT Help Desk / International Technical Support

About the Role

We are looking for IT Technical Support / Help Desk professionals with experience in International Voice Technical Support. The role involves providing technical assistance to end users, troubleshooting hardware, software, network and access-related issues, and resolving incidents through a ticketing system.

Mandatory Requirement

International Voice Technical Support experience is MANDATORY.

Candidates should have experience handling international technical support calls and must have excellent English communication skills.

Key Skills

• International Technical Voice Support
• Active Directory
• ServiceNow / IT ticketing tools
• Hardware & software troubleshooting
• Basic network troubleshooting
• VPN, DNS, DHCP
• Remote Desktop / Remote Support
• BitLocker basics
• Windows Event Logs
• Printer and peripheral troubleshooting
• Basic ITIL / ITSM knowledge
• Excellent verbal and written English communication

What You Will Do

• Handle inbound international technical support calls
• Troubleshoot user issues related to hardware, software and networking
• Diagnose and resolve Windows and application-related issues
• Support Active Directory-related user issues such as account/password problems
• Troubleshoot Outlook and connectivity issues
• Handle VPN, DNS and DHCP-related basic troubleshooting
• Provide remote technical assistance to end users
• Log, update and track incidents/requests in ServiceNow
• Follow troubleshooting procedures and SLA requirements
• Escalate issues to appropriate L2/L3 teams when required
• Maintain proper ticket documentation and provide regular updates to users

Candidate Profile

We are looking for candidates who have:

• 6 Months+ / 1+ Year relevant technical support experience
• International Voice Technical Support experience
• Strong IT troubleshooting knowledge
• Willingness to work rotational/night shifts
• Willingness to work from Bangalore or Hyderabad

Please DO NOT Apply If:

• You are a fresher
• Your experience is only domestic voice support
• You have only BPO/customer service experience without technical support
• You do not have International Voice Technical Support experience
• You are not comfortable with rotational/night shifts
• Your communication skills are not suitable for international voice support

Why Consider This Opportunity?

• Technology Operations / IT Support role
• International technical support environment
• Artech payroll
• Opportunity to work in an enterprise technology environment