Technical Support Associate

MGO India; Bengaluru; Hybrid; INR 300,000 - 600,000; Full time

Job summary

MGO India is seeking a hands-on IT Help Desk professional to provide Windows-based support, remote assistance, and workstation setup from Bengaluru. You will handle tickets with a customer-focused approach, manage assets, and ensure SLA compliance.

Ideal candidates have 2+ years in US tech support, strong communication, and the ability to multitask in a fast-paced environment while maintaining professional interactions with colleagues and users.

Qualifications

• Bachelor's degree required; technical certifications are a plus.
• 2+ years of US tech support and customer service experience preferred.
• Experience in a Public Accounting firm is a plus.
• Strong problem solving and communication skills.
• Ability to work both in a team and independently.

Responsibilities

• Respond to help desk tickets within SLA and resolve issues.
• Provide remote or on-site hardware and software support.
• Set up and maintain Windows workstations and peripherals.
• Inventory management for IT assets and software/hardware rollout.
• Communicate clearly with users and team members.

Skills

Windows troubleshooting

Active Directory

Outlook

MS Office

Office 365

Remote support

Hardware support

Customer service

Time management

Communication

Education

Bachelor's degree

Tools

Remote desktop

Ticketing system

IT asset management

Job description

Core Responsibilities

• Complete assigned tasks,
• Learn the growth process (identify and communicate),
• Identify and help solve engagement (job) technical issues, anomalies, non-routine items, and
• Collaborate and communicate with employees and team members in a professional manner.

Essential Functions

• Respond to and resolve help desk requests/tickets within given SLA,
• Provide technical support for both hardware and software issues encountered by users,
• Candidate should have a basic knowledge of Windows desktops and troubleshooting,
• Provide support remotely (via phone, email, or instant messenger) or in person with hands-on help and or training at the desktop level,
• Setting up new workstations and installing, diagnosing, repairing, maintaining, and upgrading OS and all PC hardware and peripherals to ensure optimal workstation performance,
• Inventory management for all IT assets (Laptops, Mouse, Phones etc.), and
• Installation and configuration of software and hardware.

Technical Requirements

• Hands on experience in troubleshooting Windows environment,
• Installation, configuration, management, and performance tuning of Windows environments,
• Must have knowledge of AD, Outlook, MS Office, Office 365 and basic windows and network troubleshooting,
• Should have experience with working in US Technical Support and Customer Service, and
• Should be great at organizing, prioritizing, and multitasking.

Desired Candidate

• Should have completed bachelors degree. Any technical certifications would be an advantage.
• Should have minimum 2+ years of experience in US tech support and customer service industry
• Previous experience in a Public Accounting firm preferred,
• Creative problem solving and research skills,
• Strong written and verbal communication and interpersonal skills,
• Able to work effectively both as part of a team and independently,
• Should be great at organizing, prioritizing, and multitasking.
• Highly motivated and interested in taking the initiative for personal growth and development,
• Able to handle multiple priorities, tasks and simultaneous projects, and
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook)

Conditions

• Should be flexible to work in rotational 24/7 shifts,
• Moderate overtime is required throughout the year,
• Heavy sitting for extended periods in front of a computer.