It Technician Maintenance

IntouchCX; Hyderabad; On-site; INR 300,000 - 520,000; Full time

Job summary

IntouchCX is seeking an IT Technician to provide frontline hardware, software, network, and end-user support from our Hyderabad office. The role covers Windows OS, AD, connectivity, and ITSM processes across L1/L2 levels.

The engineer will troubleshoot Windows 10/11 desktops, laptops, printers, and peripherals, assist with Office 365 apps, VPN access, and ticketing within SLAs while ensuring accurate incident documentation and asset management.

Qualifications

• Basic Windows 10/11 knowledge and IT operation basics.
• Experience with AD user management and password resets is a plus.
• Familiarity with IT ticketing/ITSM workflow and incident logging.

Responsibilities

• Provide L1/L2 technical support to end users for hardware and software issues.
• Troubleshoot desktops, laptops, printers, peripherals, and other IT equipment.
• Install, configure, and maintain Windows operating systems and applications.
• Diagnose and resolve issues related to Windows, hardware, software, and connectivity.
• Perform basic troubleshooting of TCP/IP, DNS, DHCP, and network connectivity.
• Create, manage, and troubleshoot user accounts in Active Directory.
• Assist with password resets, account unlocks, access requests, and group membership.
• Support Microsoft 365 / Office 365 applications and user issues.
• Troubleshoot VPN and remote-access connectivity issues.
• Monitor and respond to IT support tickets within defined SLAs.
• Escalate complex technical issues to the appropriate support teams.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Assist with IT asset management, inventory, and equipment deployment.
• Provide remote and on-site technical support as required.

Skills

Windows 10/11

Hardware troubleshooting

Active Directory

TCP/IP DNS DHCP

Microsoft 365

VPN/Remote tools

ITSM tools

Communication skills

ServiceNow

Windows Server basics

Education

Bachelor's degree in CS/IT/Electronics

Job description

Job Summary

We are looking for an IT Technician to provide technical support for hardware, software, network, and end-user issues. The ideal candidate should have a basic understanding of Windows operating systems, hardware troubleshooting, networking, Active Directory, and IT support processes.

Key Responsibilities

• Provide L1/L2 technical support to end users for hardware and software issues.


• Troubleshoot desktops, laptops, printers, peripherals, and other IT equipment.


• Install, configure, and maintain Windows operating systems and applications.


• Diagnose and resolve issues related to Windows, hardware, software, and connectivity.


• Perform basic troubleshooting of TCP/IP, DNS, DHCP, and network connectivity issues.


• Create, manage, and troubleshoot user accounts in Active Directory.


• Assist with password resets, account unlocks, access requests, and group membership.


• Support Microsoft 365 / Office 365 applications and user issues.


• Troubleshoot VPN and remote-access connectivity issues.


• Monitor and respond to IT support tickets within defined SLAs.


• Escalate complex technical issues to the appropriate support teams.


• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.


• Assist with IT asset management, inventory, and equipment deployment.


• Provide remote and on-site technical support as required.

Required Skills

• Basic knowledge of Windows 10/11.


• Hands-on knowledge of hardware and software troubleshooting.


• Basic understanding of Active Directory.


• Knowledge of TCP/IP, DNS, and DHCP.


• Basic understanding of Microsoft 365 / Office 365.


• Knowledge of VPN and remote-support tools.


• Basic understanding of IT ticketing / ITSM tools.


• Good troubleshooting and problem-solving skills.


• Good communication and customer-service skills.

Good to Have

• Experience with ServiceNow or other ITSM/ticketing tools.


• Knowledge of Windows Server fundamentals.


• Basic networking knowledge.


• CompTIA A+, Network+, or relevant IT certifications.


• Experience supporting printers, scanners, and other peripherals.

Education

Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related field.