VS01471 - Help desk support

E4 Software Services Pvt Ltd.; Bengaluru, Mumbai, Pune District, Chennai District; Hybrid; INR 334,800 - 502,200; Full time

Job summary

A software services company is looking for a remote Technical Support Resource to assist users during the night shift. Responsibilities include troubleshooting issues, providing phone and remote support, and documenting resolutions. Candidates should have foundational knowledge of Microsoft 365 and previous technical support experience. This role requires working nights from 1:30am to 9:30am IST.

Qualifications

• Experience providing technical support via phone and remote desktop is essential.
• Foundational knowledge of Microsoft 365 and Azure cloud concepts is required.
• Ability to document resolutions clearly and guide users through troubleshooting.

Responsibilities

• Provide technical assistance to users experiencing computer-related issues.
• Deliver support via phone and remote desktop access.
• Guide users through troubleshooting steps for effective resolution.
• Install, configure, and troubleshoot components within Microsoft 365.
• Document issues and resolutions accurately and maintain knowledge bases.

Skills

Technical support experience

Troubleshooting skills

Microsoft 365 knowledge

Azure cloud concepts

Job description

Overview

Remote work. The resource should work during the night shift (1:30am IST – 9:30am IST).

Responsibilities

• Provide technical assistance to users experiencing computer-related issues, including password resets, system lockouts, and application support.
• Deliver support via phone and remote desktop access; prior experience in both is required.
• Guide users through troubleshooting steps to resolve technical problems effectively.
• Install, configure, and troubleshoot components within the Microsoft 365 suite.
• Serve as the first point of contact for technical issue resolution and escalation.
• Document issues and resolutions accurately, maintain knowledge bases, and ensure high-quality customer service.
• Possess foundational knowledge of Microsoft 365 and basic Azure cloud concepts.
• Diagnose and resolve software, connectivity, and operational issues to reduce incident resolution time.
• Manage remote desktop connections and configure VPN access for secure connectivity.

Qualifications

• Foundational knowledge of Microsoft 365 and basic Azure cloud concepts.
• Experience providing technical support via phone and remote desktop tools.
• Ability to guide users through troubleshooting steps and document resolutions clearly.