Technical Associate

Platinus Technologies; Hyderabad; On-site; INR 350,000 - 500,000; Full time

Job summary

Platinus Technologies is seeking a motivated Technical Associate to support our US clients from Hyderabad. You will troubleshoot IT issues, handle tickets, and ensure high-quality service delivery with strong communication skills.

You will work on Windows operating systems, basic networking concepts, and Microsoft 365 tools, collaborating with cross-functional teams to resolve complex problems and maintain knowledge base articles for future reference.

Qualifications

• Strong knowledge of Windows operating systems and basic networking concepts.
• Familiarity with Microsoft 365 apps (Outlook, Teams) and Active Directory.
• Ability to document steps and maintain knowledge base articles.

Responsibilities

• Provide L1/L2 technical support to US-based customers via phone, email, and chat.
• Troubleshoot hardware, software, network, and application issues.
• Resolve incidents within defined SLAs and create/update support tickets.
• Escalate unresolved issues to higher-level teams when needed.
• Install, configure, and maintain OS, software, and peripherals.
• Assist users with Windows, 365, Outlook, VPN, printers, and remote desktop issues.
• Document troubleshooting steps and maintain knowledge base articles.
• Collaborate with cross-functional teams to resolve complex issues.

Skills

Windows OS

Networking basics

MS 365 & Outlook

Active Directory

Job description

Job Summary

We are looking for a motivated and technically skilled Technical Associate to support our US clients. The ideal candidate should possess strong troubleshooting abilities, excellent communication skills, and a customer-focused approach. You will provide technical support, resolve IT-related issues, and ensure high-quality service delivery.

Key Responsibilities

• Provide L1/L2 technical support to US-based customers via phone, email, and chat.
• Troubleshoot hardware, software, network, and application-related issues.
• Diagnose and resolve technical incidents within defined SLAs.
• Create, update, and manage support tickets using ticketing tools.
• Escalate unresolved issues to higher-level technical teams when required.
• Install, configure, and maintain operating systems, software, and peripherals.
• Assist users with Microsoft Windows, Microsoft 365, Outlook, VPN, printers, and remote desktop issues.
• Document troubleshooting steps and maintain knowledge base articles.
• Ensure excellent customer satisfaction by providing timely and professional support.
• Collaborate with cross-functional teams to resolve complex technical issues.

Required Skills

• Good knowledge of Windows Operating Systems.
• Basic understanding of Networking (TCP/IP, DNS, DHCP, VPN).
• Knowledge of Microsoft 365, Outlook, Teams, and Active Directory.