IT Support Technician Level 2 and 3

Tech Solutions; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Budget Computer Repair & Sales seeks a Senior IT Technician to provide remote and on-site support for desktop, server, telephony and network queries. You will handle incident management, deploy Microsoft 365, Exchange/SharePoint tasks, and manage endpoints with RM M tooling.

You will work with Windows and macOS environments, onboarding/offboarding users, and ensuring high-quality client service. Strong English and teamwork are essential.

Qualifications

• Good in English speaking and writing
• 3 years experience in a similar position
• Knowledge of Microsoft Office 365 is a must
• Telephone-based IT support using Incident Management Systems and remote tools
• Deep knowledge of PC hardware, networks, OS and software
• Experience with Android and iOS mobile platforms
• Experience with mobile device management tools in a corporate environment
• Experience with Windows applications
• Strong written and verbal communication skills
• Ability to work independently and in a team
• Experience in diagnosing symptoms and assigning to specialists

Responsibilities

• Respond to customer requests via phone and email and log in IT support system
• Answer phones to book/site visits and remote sessions
• Prioritize and schedule requests
• Perform desktop and server administration, configurations, upgrades and maintenance
• Take ownership of problems and escalate
• Responsible for online marketing
• Additional duties as required
• Level 2 and Level 3 remote support
• Microsoft 365 administration and Defender
• Network troubleshooting across routers, firewalls, switches, Wi‑Fi
• Asset management via RM M platform
• Endpoint security monitoring and remediation
• Backup monitoring and management
• Deployments for Microsoft 365/workstations/networks/hardware
• VoIP phone system support

Skills

English communication

IT troubleshooting

Telephone support

Incident Management

PC hardware knowledge

Networks fundamentals

Mobile platforms (Android/iOS)

MDM tools

Windows applications

Teamwork & independence

Analytical skills

Education

Relevant IT qualifications

Microsoft Qualifications (advantage)

Tools

Microsoft Office 365

RMM platform

Remote support tools

Job description

Budget Computer Repair & Sales is an Australian-based IT Services business in Perth, Western Australia. Our computer support services include hardware and software repairs, system security solutions, wireless and wired networking services, virus and spyware prevention and removal, data backup and recovery solutions and just about any other type of computer, Mac, or laptop support our customers require at their homes or offices.

The Senior IT Technician deals with all Incidents and Service Requests; it's the first point of contact for all enquiries to IT.

Due to our high growth, we have a fantastic opportunity for a Senior IT Technician passionate about excellent customer service to join our team. Working in a supportive team environment, you will provide remote support to all possible computer problems that can be resolved remotely. You will support desktop, server, telephony, and network queries and gain exposure to various technologies.

• Working hours are 7 am to 3:30 pm Mon to Friday and 8 am to 12:30 pm on Saturday.
• Public holidays will follow Western Australia Public holidays. NOT INDIAN PUBLIC HOLIDAYS.

If you are happy with the above two points, continue reading.

Requirements

• Should have good in English speaking and writing skills
• 3 years experience in a similar position
• Knowledge of Microsoft Office 365 is a must
• Ability to provide telephone-based IT support using computer-based Incident Management Systems and remote support tools
• Demonstrated depth of technical understanding and knowledge of PC hardware, network architectures, peripherals, PC operating systems and a range of application software
• Demonstrated experience in supporting mobile platforms, including Android and iOS devices
• Demonstrated experience with mobile device management tools in a corporate environment
• Demonstrated experience in Windows applications.
• Effective oral, written communication and interpersonal skills
• Commitment and capacity to deliver quality client service and assistance
• Ability to work independently and as part of a team
• Experience in accurately identifying and classifying symptoms and possible causes of problems, ensuring appropriate assignment to specialist areas.

Some activities you will be involved with are

• Respond to customer requests via telephone and email and ensure all incoming requests are recorded in a timely and accurate manner within the IT support database.
• Answer phones to book and schedule jobs for site visits and/or remote sessions.
• Prioritise and schedule your requests effectively
• Perform desktop and server administration, configurations, software installations, upgrades and maintenance.
• Take ownership of problems and elevate cases to appropriate technical personnel.
• Responsible for online marketing
• Plus more!

The successful candidate will demonstrate the following experience

• Previous remote support experience via phone, email and remote login
• Relevant IT Qualifications
• Microsoft Qualifications will be looked upon favourably
• Call centre experience will be looked upon favourably
• Excellent knowledge of networks, security infrastructure and applications;
• Proficient in troubleshooting across the following; Cisco, LAN, WAN, Internet, and firewalls;
• Proven ability to produce detailed system designs for network implementations.
• Solid understanding of following:
• Microsoft Office 365 products
• Microsoft Exchange emails
• G Suite
• Routers, Firewalls & VPNs
• Printer and scanner setup
• Backup solutions (e.g., Acronis, ShadowProtect, Cloudberry, etc.)
• Advanced troubleshooting skills & analytical skills
• Good written and verbal communication in English

Key responsibilities

• Level 2 and Level 3 remote support
• Microsoft 365 administration, including Entra ID, Exchange, SharePoint, Intune and Defender
• Windows and macOS workstation and server environments
• User onboarding, offboarding, accounts and permissions
• Network troubleshooting across routers, firewalls, switches, Wi-Fi, VLANs, DNS and DHCP
• Managing customer devices and assets through RMM platform
• Endpoint security, cybersecurity monitoring and remediation
• Backup monitoring, troubleshooting and management
• Microsoft 365, workstation, network and hardware deployments
• Hosted VoIP phone system and handset support