Tech Support (Tech Support)

MSI Services Pvt. Ltd.; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

MSI Services Pvt. Ltd. is hiring for the role of Tech Support in Bangalore, India. This position demands ensuring technology support and first-line issue resolution for internal customers. The specialist will provide assistance via phone or email and will be accountable for resolving hardware and software issues in collaboration with IS analysts.

The ideal candidate should possess strong communication skills and an associates degree or equivalent experience. Flexibility for night shifts and weekend work is essential.

Qualifications

• Ability to multi-task, prioritize, and learn quickly.
• Flexible and motivated self-starter.
• Proficient in Microsoft Office products.
• Goal-oriented with strong organizational skills.
• Capable of working effectively with minimal supervision.

Responsibilities

• Meet and exceed customer expectations in responding to service requests.
• Work within established guidelines to deliver quality service.
• Identify patterns signaling major issues and escalate appropriately.
• Resolve requests over the phone; set up user IDs for new hires.
• Collaborate with IS associates to prioritize and dispatch calls.

Skills

Interpersonal skills

Communication skills

Problem-solving skills

Attention to detail

Microsoft Excel

Microsoft Word

Education

Associates degree or equivalent work experience

Tools

ITSM software

Job description

Tech Support

MSI Services Pvt. Ltd. is currently hiring suitable candidates for the role of “Tech Support” within our business operations in Bangalore, India.

This position is accountable for ensuring accurate and timely technology support and First line support (L1) issue resolution for internal customers. The specialist will interact with customers via phone or email to provide guidance and assistance as directed by customer needs and urgency. The role involves resolving everyday requests and complex hardware and software issues working with Information Systems (IS) analysts and engineers as needed. The specialist follows up on inquiries to ensure client satisfaction and works with a direct supervisor to recommend processes to improve overall service delivery, while adhering to organizational values and standards.

Responsibilities

• Meet and exceed customer expectations in responding to all service requests.
• Work within the guidelines and procedures established for the IS Support Desk and with all IS associates to deliver quality service.
• Review all assigned work orders daily, identify patterns signaling major issues, and elevate to the appropriate manager.
• Answer calls and respond to voicemails within the defined and documented timeframe. Resolve as many requests over the phone as possible; set up user IDs for new HRH associates.
• Delegate requests that cannot be resolved within a standard 30‑minute window at first pass to analysts or engineers as appropriate.
• Collaborate with IS associates and IS management to prioritize, elevate, and dispatch calls as needed.
• Ensure data entered into the ITSM software accurately and on time; maintain regular updates and follow up with IS associates for full work order resolution.
• Strive to improve customer service, identify process improvement opportunities, and recommend solutions as appropriate.
• Participate in initiatives to address service issues.
• Provide support for initiatives such as system go‑live or upgrade assignments from the Project Management Office (PMO) or IS management in accordance with assigned schedules.
• Maintain industry, organizational, and departmental knowledge, appropriate certifications, and seek peer mentoring from other IS associates.

Desired Candidate Profile

• Ability to multi‑task, prioritize, and learn quickly; flexible and motivated self‑starter.
• Excellent interpersonal and communication skills (verbal & written) with all levels of employees and management.
• Proficient PC skills with Microsoft products (Excel, Word; Access optional); comfortable using various applications.
• Goal‑oriented with strong organizational and problem‑solving skills.
• Strong attention to detail and good follow‑up skills.
• Capable of working effectively with other organizations and individuals at all levels with minimal supervision; assumes accountability for issues until final resolution.
• Flexible to night shifts (9:00 pm–6:00 am) is mandatory.
• Associates degree highly desired OR 2‑4 years of equivalent work experience.
• Minimum of 0‑2 years working in IT.
• Minimum 0‑2 years of experience in a customer service role with guiding others on how to use various computer applications.
• Available to work Saturdays and Sundays and may take any weekdays as holiday.