Sr.Technical Support Analyst

Indus Systems & Services; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

Indus Systems & Services in Maharashtra seeks a desktop support engineer to troubleshoot hardware, software, and networking issues for local and remote end-users, with a focus on rapid incident resolution and excellent customer service.

You will install and configure Windows, macOS, and Linux systems, manage tickets in ServiceNow/Jira/Freshservice, and support user identity, connectivity, and security in a busy office environment.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent hands-on experience).
• 1–3+ years of proven experience in desktop support, IT helpdesk, or technical support.
• Advanced familiarity with Windows 10/11, macOS, and system diagnostics.
• Solid grasp of TCP/IP, DNS, DHCP, and secure remote desktop utilities.
• Deep understanding of internal computer components and hardware troubleshooting.
• Outstanding customer service demeanor with strong communication skills.

Responsibilities

• Technical Troubleshooting: diagnose and resolve hardware, software, and networking issues for local and remote end-users.
• Deployment & Setup: install, configure, and upgrade operating systems and standard office software; assemble and deploy workstations and peripherals.
• Ticket Management: log, monitor, and close support requests using the internal ticketing system; escalate complex issues to Tier-3 teams when needed.
• Identity & Access Management: manage user accounts and permissions using directory services.
• Network & Connectivity Support: troubleshoot LAN, Wi‑Fi, VPN, and remote access configurations.
• Security & Compliance: maintain endpoint security, patches, antivirus scans, and data encryption protocols.
• Asset & Inventory Tracking: document hardware/software licenses and lifecycle of equipment.
• User Orientation: provide onboarding and training on software applications and security best practices.

Skills

Customer service

Active listening

Verbal communication

Written communication

Education

Bachelor’s degree in Computer Science / Information Technology

Tools

ServiceNow

Jira

Freshservice

Job description

24 x 7 rotational shift. Weekly off as per roaster plan.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve hardware, software, and networking issues for local and remote end-users via phone, email, chat, or in-person walk-ups.
• Deployment & Setup: Install, configure, and upgrade operating systems (Windows, macOS, Linux) and standard office automation software (e.g., Microsoft 365, Google Workspace). Assemble and deploy workstations, laptops, printers, and peripherals.
• Ticket Management: Log, monitor, track, and close all support requests using our internal IT service ticketing system (e.g., [ServiceNow / Jira / Freshservice]). Escalate complex system failures to the appropriate tier-3 infrastructure or engineering teams when necessary.
• Identity & Access Management: Manage user accounts, password resets, and network resource permissions utilizing Active Directory, Azure AD, or similar directory services.
• Network & Connectivity Support: Troubleshoot core connectivity issues, including Local Area Networks (LAN), Wi‑Fi setups, VPN configurations, and remote access systems.
• Security & Compliance: Ensure endpoint security by implementing patch updates, maintaining antivirus scans, and monitoring data encryption protocols.
• Asset & Inventory Tracking: Maintain accurate technical documentation and log corporate hardware/software licenses to track equipment lifecycles.
• User Orientation: Provide basic onboarding and technical guidance to employees regarding software applications and security best practices.

Required Skills & Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent hands‑on experience).
• Experience: [1–3+ years] of proven experience working as a desktop support engineer, IT helpdesk technician, or technical support specialist.
• Operating Systems: Advanced familiarity with Windows 10/11, macOS, and system diagnostics.
• Networking Protocol: Solid grasp of TCP/IP, DNS, DHCP, and secure remote desktop utilities.
• Hardware Proficiency: Deep understanding of internal computer components (RAM, storage upgrades, chipsets) and mobile device synchronization.
• Soft Skills: Outstanding customer service demeanor, strong active listening habits, and clear verbal and written communication skills.