Walk-in | Technical Associate

Platinus Technologies; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Platinus Technologies in India seeks a motivated Technical Associate to support US clients with technical issues via phone, email and chat. You will troubleshoot hardware, software, networking, and apps, ensuring timely, quality service.

You will document steps, maintain knowledge base, and collaborate with cross-functional teams to resolve complex problems, while upholding customer-focused standards and clear communication.

Qualifications

• Experience in technical support or IT helpdesk.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication.
• Customer-first mindset and patience.
• Ability to work with cross-functional teams.

Responsibilities

• Provide L1/L2 technical support to US-based customers via phone, email, and chat.
• Troubleshoot hardware, software, network, and application issues.
• Diagnose and resolve 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 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.

Skills

L1/L2 Troubleshooting

Windows OS

Networking basics

Microsoft 365/Outlook/Teams

Customer service

English communication

Tools

Ticketing systems

Job description

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.