IT Support Associate

upGrad; Pune District; On-site; INR 240,000 - 360,000; Full time

Job summary

upGrad is seeking an IT Support Associate to provide first-level technical support across Windows and macOS/Apple systems. You will troubleshoot hardware, software, Microsoft 365, Google Workspace, and basic network issues while supporting user onboarding and day-to-day service desk operations.

The role requires strong troubleshooting, clear communication, and a customer-focused approach. Shift details: 6 days a week (Mon–Sat), 10:00 AM–7:00 PM, Pune location.

Qualifications

• Degree or diploma in IT, Computer Science, or a related field.
• Familiarity with Windows and macOS operating systems.
• Experience with Microsoft 365 and Google Workspace.
• Understanding of basic networking (LAN, DNS, DHCP, Wi‑Fi).
• Good verbal and written communication skills and a customer-oriented approach.

Responsibilities

• Provide first-level technical support for Windows and macOS/Apple systems.
• Troubleshoot hardware, software, email, and basic network issues.
• Configure and troubleshoot Microsoft 365 and Google Workspace accounts.
• Install, configure, update and troubleshoot operating systems and business apps.
• Support user onboarding, access rights, password resets, and IT administration.
• Troubleshoot LAN/Wi-Fi/DNS/DHCP connectivity issues.
• Log, track, and resolve incidents through the IT ticketing system.
• Escalate unresolved issues to L2/L3 support with proper documentation.

Skills

Troubleshooting

Communication

Customer focus

Problem solving

Teamwork

Education

Degree/Diploma in IT or CS

Tools

Microsoft 365

Google Workspace

Remote support tools

IT ticketing systems

Job description

Shift Details: 6 days a week (Monday to Saturday)

Shift Timings: 10:00 AM – 7:00 PM

About the Role

We are looking for an IT Support Associate to provide first-level technical support across Windows and macOS/Apple systems. The role involves troubleshooting hardware, software, Microsoft 365, Google Workspace, and basic network issues, while supporting user onboarding, IT assets, and day-to-day service desk operations. The ideal candidate should have strong troubleshooting skills, good communication, and a customer-focused approach.

Key Responsibilities

• Provide first-level technical support for Windows and macOS/Apple systems.
• Troubleshoot hardware, software, email, and basic network-related issues.
• Configure and troubleshoot Microsoft 365 and Google Workspace accounts.
• Install, configure, update, and troubleshoot operating systems and business applications.
• Support user account creation, password resets, access rights, and basic IT administration.
• Troubleshoot basic LAN, Wi-Fi, IP, DHCP, and DNS connectivity issues.
• Perform routine system health checks, software updates, and patch management.
• Log, track, and resolve incidents and service requests through the IT ticketing system.
• Escalate unresolved issues to L2/L3 support teams with proper documentation.
• Support employee onboarding and offboarding, including device allocation and returns.
• Provide remote support through phone, email, chat, and remote-access tools.
• Maintain IT asset inventory and relevant support documentation.
• Follow IT support processes, security guidelines, and defined service-level targets.

Required Skills & Qualifications

• Degree/Diploma in IT, Computer Science, or a related field.
• Basic knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office/Microsoft 365 applications.
• Understanding of networking fundamentals such as LAN, Wi-Fi, IP addressing, DHCP, and DNS.
• Basic knowledge of laptop, desktop, and peripheral hardware troubleshooting.
• Strong problem-solving and analytical skills.
• Good verbal and written communication skills.
• Customer-oriented approach with the ability to work effectively in a team.
• Ability to learn and adapt to new technologies quickly.

Preferred Skills

• Exposure to Google Workspace administration.
• Experience with remote support tools.
• Understanding of ITIL concepts and IT service desk processes.