Sr.Technical Support Analyst

Indussystem; Mumbai; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

Rotational shifts

Job summary

INDUS Systems in Mumbai seeks a desktop support engineer to resolve hardware, software, and network issues for local and remote users via phone, email, chat, or in-person visits.

You will install and configure Windows/macOS/Linux, manage tickets in ServiceNow/Jira/Freshservice, and handle identity and access management, network access, and endpoint security.

A bachelor's in CS/IT and 1–3+ years of experience are expected; strong communication and customer service are essential.

Qualifications

• Bachelor's degree in Computer Science or Information Technology (or equivalent hands-on experience).
• 1–3+ years of desktop support, helpdesk, or technical support experience.
• Proficient with Windows, macOS and Linux; strong networking fundamentals.
• Excellent communication and customer service orientation.

Responsibilities

• Diagnose and resolve hardware, software, and networking issues via phone, email, chat, or in-person.
• Install, configure, and upgrade operating systems and office suites; deploy devices and peripherals.
• Log and track tickets in ServiceNow/Jira/Freshservice; escalate to tier-3 as needed.
• Manage user accounts and access using Active Directory/Azure AD or similar.
• Troubleshoot LAN, Wi-Fi, VPN, and remote access connectivity.
• Ensure endpoint security with patches, antivirus scans, and encryption.
• Maintain accurate documentation of assets and licenses; provide user guidance.
• Provide onboarding and basic technical guidance to employees.

Skills

Customer service

Active listening

Verbal communication

Written communication

Windows/macOS/Linux familiarity

Networking fundamentals

Education

Bachelor's degree in Computer Science or IT

Tools

ServiceNow

Jira

Freshservice

Job description

As processes are becoming more complex, competitive and demanding, businesses are constantly exploring new ways to deploy effective solutions. We at INDUS Systems, over the years, have synchronised our team to offer best-of-breed solutions from leading technology partners coupled with our Professional Services to help customers protect their IT investments, reduce costs and grow their businesses. Our IT Solutions increase people efficiency, reduces infrastructure footprint which acts as a catalyst towards quantum business growth. We thrive to be a hand-holding partner in customer's journey.

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.