Associate IT Support
On-siteGurugram, Haryana, India or Gurgaon, Uttar Pradesh, Republic of India
Job Summary
Serve as the first point of contact for users experiencing technical issues via phone, email, chat, or ticketing systems. Provide Level 1 support for Windows OS, Microsoft 365 applications, Outlook, Exchange Online, Teams, VPN, printers, and mobile devices. Diagnose and troubleshoot hardware, software, account, and application-related issues, including password resets, MFA troubleshooting, and user validation. Create, modify, and disable user accounts across Active Directory and Microsoft 365 while processing onboarding, offboarding, and transfer requests. Document troubleshooting steps and resolutions to improve operational efficiency. Resolve incidents within agreed SLAs and escalate complex issues to appropriate resolver groups. Maintain high levels of customer satisfaction through timely communication and effective issue resolution.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field
- 2–4 years of experience in IT Service Desk & Technical Support
- Strong customer service orientation with a focus on delivering exceptional end-user support
- Good understanding of Windows 10/11 Operating Systems
- Good understanding of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Good understanding of Active Directory and Azure Active Directory
- Good understanding of Exchange Online
- Good understanding of VPN and Remote Access technologies
- Good understanding of Identity & Access Management processes
- Experience working with ITSM tools such as ServiceNow
- Familiarity with remote support tools (Bomgar/BeyondTrust, Remote Desktop, Microsoft Quick Assist, etc.)
- Ability to troubleshoot hardware, software, email, network connectivity, printer, and application-related issues
- Understanding of account provisioning, password management, and access governance processes
- Strong analytical, problem-solving, and troubleshooting skills
- Excellent verbal and written communication skills with the ability to interact with users at all organizational levels
- Ability to manage multiple tickets and priorities in a fast-paced environment
- Willingness to work in shifts and support global users
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