IT Support Technician

VXI; India; Remote; INR 360,000 - 600,000; Full time

Job summary

VXI is seeking an IT desktop support specialist for a work-at-home role. You will address hardware, software, and network issues in real time, using remote tools to support end-users and document all interactions in a ticketing system.

Responsibilities include configuring devices (computers, thin clients, Macs), following procedures, and contributing to SOP improvements while ensuring security practices and MFA configurations.

Qualifications

• 2+ years in a fast-paced IT desktop support role (BPO experience preferred).
• Proficiency in Windows Operating Systems and Microsoft Office 365.
• Proficiency in Mac OS Operating System and software products.
• Proficiency with computer hardware, thin client hardware, VPN, and remote computer tools.
• Thorough documentation of all technical interactions and resolutions.
• Excellent written and verbal communication skills; able to interact with non-tech users.
• Flexibility to work evening and weekend hours when needed.

Responsibilities

• Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time.
• Use various remote tools, web meetings, email, tickets, and messaging to deliver prompt solutions to end-users.
• Achieve a high closure rate for first-level support by leveraging remote tools and solid troubleshooting.
• Document all resolutions and escalations meticulously within our internal ticketing system.
• Configure and troubleshoot devices including computers, thin clients, Macs, and peripherals for work-at-home operations.
• Follow established procedures and contribute to new SOPs as technologies evolve.
• Improve existing processes by evaluating objectives and recommending changes.
• Ensure information security compliance and MFA configurations for end-users.

Skills

Windows OS

Mac OS

VMware

Active Directory

Intune MDM

Jamf MDM

MFA

Documentation

Communication

Teamwork

Tools

VPN

Remote tools

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

• First Point of Service Excellence: Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time.
• Remote Assistance Mastery: Utilize various remote tools, web meetings, email, service desk tickets, and instant messaging to deliver prompt and effective solutions to end-users.
• Closure Rate Optimization: Achieve a high closure rate for first-level support by leveraging a diverse set of remote software tools to troubleshoot and resolve technical issues.
• Thorough Documentation: Document all resolutions and escalations meticulously within our internal ticketing system to ensure a comprehensive and organized record of IT support activities.
• Hardware Configuration and Troubleshooting: Configure and troubleshoot a range of devices, including computers, thin clients, Mac computers, and peripherals necessary for our work-at-home operations.
• Procedural Adherence and Continuous Improvement: Follow established procedures while occasionally exercising sound judgment. Contribute to the development of new standard operating procedures as we acquire new technologies, with a focus on meticulous task documentation.
• Process Enhancement: Improve existing processes by evaluating objectives, reviewing proposed changes, and making recommendations to enhance efficiency and effectiveness.
• Information Security Compliance:
  Knowledge/Skills:
• 2+ years of work experience in a fast-paced IT desktop support role; BPO experience is preferred.
• Proficiency in Windows Operating Systems and Microsoft Office 365.
• Proficiency in Mac OS Operating System and software products.
• Proficiency with computer hardware, thin client hardware, software, VPN, and remote computer tools.
• Thorough documentation of all technical interactions and resolutions is required to ensure comprehensive tracking of IT support activities.
• VMware knowledge.
• Knowledge of Windows Active Directory.
• Intune MDM and Jamf MDM.
• MFA knowledge in configuring and managing end-users.
• Excellent written and verbal communication skills with the ability to interact with non-tech users.
• Flexibility to work evening and weekend hours when needed.
• Ability to learn and understand new and potentially complex products.
• Strong problem-solving skills.
• Demonstrates honesty, integrity, and teamwork.
• Adaptable to change and able to work under pressure.
• Good time management skills and ability to multitask.
• Maintains high standards of ethical and professional conduct.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!