Technical Support Associate

American Unit, Inc.; Hyderabad; On-site; INR 350,000 - 500,000; Full time

Job summary

American Unit, Inc. in Hyderabad is seeking an Application/Technical Support Executive with 3-6 years of experience to join our IT operations team.

You will provide white-glove technical support to users via phone, email, and remote login, handling workstations, printers, and peripherals while documenting steps in our ticketing system. You will troubleshoot issues across O365 environments, Active Directory, DNS/DHCP, and server performance, collaborating with teammates to meet KPI targets in a

Qualifications

• 2+ years of experience in a related field.

Responsibilities

• Provide white-glove technical support to users via phone, email, and remote login.
• Support workstations, printers, and peripheral equipment.
• Record all time in ticketing system and manage ticket queue.
• Troubleshoot user issues and document steps up to resolution.
• Collaborate on improving operational effectiveness.
• Troubleshoot server performance issues and manage server roles.
• Troubleshoot DNS, DHCP, and TCP/IP issues.

Skills

Customer service

Empathy for end users

Email/phone communication

Time management

Multitasking under pressure

Self-motivation

Organizational skills

Verbal and written communication

Audience-appropriate communication

Troubleshooting

O365 knowledge

Active Directory

Azure Active Directory

O365 Admin Portal

Intune / MDM

Nagios/Monitoring tools

ServiceNow data extraction

SQL data querying

VMware vSphere

DNS/DHCP/TCP/IP

Tools

VMware vSphere

Nagios

ServiceNow

SolarWinds

Intune

Job description

Job Role: Application/Technical Support Executive

Location: Hyderabad (Work From Office)

Experience: 3-6 Years

Responsibilities

• Provide white-glove technical support to our user base via phone, email, and remote login
• Support workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
• Proactively and consistently communicate with colleagues
• Accurately and promptly record all time in our ticketing system
• Proactively manage ticket queue
• Ensure all ticket notes and statuses are up to date
• Troubleshoot User issues and document all steps up through resolution
• Effectively multi-task to manage workload
• Collaborate on improvement of operational effectiveness
• Document, take ownership of, and escalat[ion]
• Meet individual and team KPI targets
• Maintain flexibility with respect to work schedule and responsibilities
• Resource (e.g., RAM, virtual drives, and CPU) management
• GPO management
• Troubleshooting of server performance issues
• Server roles management
• Troubleshooting of DNS, DHCP, and TCP/IP issues.
• Print queue installation, configuration, and management.
• SQL Querying & Data Analytics

Skills

• Excellent customer service skills.
• Ability to demonstrate empathy towards End Users and colleagues.
• Prompt answering of emails, phone calls, and other communications.
• Assessment and prioritization of work in a fast-paced environment.
• Functioning at a high level under time constraints and pressure.
• Self-motivated, detail-oriented, and organized.
• Effective communication, interpersonal, organizational, and presentation skills, oral and written.
• Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
• Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
• Highly developed and process-oriented problem-solving skills.
• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
• Continued proactive development of O365.
• Management of a multi-tenant environment.
• In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
• Management of Active Directory accounts, groups, and permissions.
• Duo Security and other MFA applications.
• Microsoft Exchange Administration.
• Troubleshooting Win 10, 11 operating systems
• Management of Azure Active Directory.
• Management of O365 Admin Portal.
• Management of MDM technologies (e.g., Intune).
• Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
• Virtual server administration (e.g., VMware vSphere):

Core Focus: Leveraging data for diagnostics, reporting, and decision support. Key Competencies:

• Writing intermediate SQL queries (JOINs, subqueries, GROUP BY, aggregate functions).
• Extracting and visualizing data from systems like ServiceNow, SolarWinds, or internal asset databases.
• Understanding of basic normalization, data relationships, and stored procedures.
• Ability to learn schema of database and query data to identify possible data issues
• Ability to document knowledge base articles on repetitive issues for knowledge share.
• Ability to carry out simple configuration changes in ERP.

Qualifications

• 2+ years of experience in a related field.