Senior Technical Support Technician

Key Accountabilities:

Role Purpose: The Senior Technical Support Technician provides technical expertise in setting up, supporting, and maintaining IT assets, including PCs, laptops, printers, other peripherals and software. This role is responsible for managing and attending to user calls, ensuring prompt issue resolution and a positive user experience. Expertise in resolving IT incidents, fulfilling service requests, and managing escalations is essential.

The role actively collaborates with vendors and cross-functional teams to enhance operational efficiency while maintaining up-to-date knowledge of IT trends. It also focuses on knowledge base development, continuous learning, and seamless coordination within the various teams in the IT department. Additionally, the Senior Technical Support Technician contributes to policy enhancements by sharing insights from support activities. A user-centric approach is central to this role, ensuring effective call management, proactive maintenance, and an optimized IT support experience.

Duties and Responsibilities:

• Technical Support Operations
• Resolves technical issues of varying complexities and performs maintenance activities related to PCs, laptops, printers, and other IT assets.
• Collaborate with vendors for technical support escalations and coordinate with various teams in the IT department to ensure prompt issue resolution
• Evaluate products and services for suitability and performance.
• Accords top priority for VIP & VVIP tickets to ensure a superior level of technical assistance.
• Participate in team meetings to discuss priorities, challenges, and share knowledge

• Contributes to maintaining a culture of continuous improvement by sharing and encouraging innovative approaches to enhance efficiency of resolution (of incidents and service requests)

• Service Desk (Help Desk) Operations

• Ensures the timely and effective resolution of IT incidents and service requests that are received through various communication channels, such as over phone (Call Management) and emails.
• Participate in team meetings to discuss priorities, challenges, and share knowledge.
• Must diligently use the ticketing system to provide clear, accurate and complete description of the ticket, progress made, issues encountered, risks faced, and steps taken to achieve closure of the ticket.

• Contributes to maintaining a culture of continuous improvement by learning and sharing innovative approaches to enhance efficiency of resolution (of incidents and service requests)

• Coordination and Collaboration

• Facilitate seamless collaboration and information exchange with the various teams in the IT department, other departments, vendors, and other stakeholders.

• Provide insights into incidents and service requests that will contribute to enhanced efficiencies of process, controls and projects.

• Practices Productive Use of Escalations: Escalates and thereby engages the management's or the vendor's technical expertise to address incidents and service requests, as required.

• Technical Expertise

• Have an awareness of current IT trends and technologies to provide effective guidance and support

• Assist the team in troubleshooting technical issues and provide solutions.

• Practice Necessary Escalations: Escalate, as required to ensure management intervention, and engage specialist IT teams (such as the IT Applications section and the IT Infrastructure and Network section) and vendors to ensure timely resolution of incidents and service requests.

• Knowledge Base Development

• Facilitate the development of an extensive knowledge base by sharing information and experiences gained during support activities.

• Contributed to the continuous learning culture within the team and practices the use of knowledge base for informed decision-making.

• Policy and Procedure Enhancement: Act as a catalyst for policy and procedure enhancement by sharing information and experiences gained during support activities.

• User Experience and User Feedback

• Practices a user-centric approach within the team to ensure positive and constructive interactions with users.

• Contributes to incorporating user feedback into Help Desk processes to enhance speed and quality of services.

Qualifications/Requirements:

TECHNICAL SKILLS

Must have 3 years or more than 3 years of experience in:

• Proficiency in troubleshooting and supporting Windows and macOS operating systems.

• Expertise in setting up, configuring, and maintaining PCs, laptops, printers, and peripherals.

• L1 & L2 support experience of Active Directory (AD), including user account management, group policies, and access control.

• L1 & L2 support experience of Office 365 administration, including user setup, email configuration, and license management.

• L1 & L2 support experience of Microsoft Exchange (on-premises or cloud-based).

• L1 & L2 support experience of backup and recovery procedures for user data and systems.

• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN, LAN/WAN).

• Ability to diagnose and resolve Wi-Fi and wired network connectivity issues.

• Experience with remote desktop tools (e.g., RDP, AnyDesk, TeamViewer, Microsoft Remote Assistance).

• Experience with ticketing systems for logging and tracking IT support requests.

• Basic understanding of enterprise endpoint security and antivirus solutions.

Note: L1 Support (First Level Support): Focuses on basic troubleshooting, initial diagnosis, and user assistance. Responsibilities include password resets, account creation, access management, basic configuration changes, and guiding users through common issues. L1 support follows documented procedures and escalates more complex problems to L2.

L2 Support (Second Level Support): Involves advanced troubleshooting, system administration, and issue resolution beyond L1 capabilities. Responsibilities include analyzing logs, modifying system configurations, investigating security and performance issues, managing escalations, and coordinating with vendors when needed. L2 support handles more complex technical tasks that require deeper expertise.

HELPDESK & USER SUPPORT SKILLS

Must have 5 years or more than 5 years of experience in:

1.Call Management

• Demonstrate strong call management skills by effectively logging, prioritizing, and tracking all support requests, ensuring a timely and organized resolution process.
• Accurately categorize and assess the urgency of each support request to determine the correct priority level, ensuring critical issues are addressed promptly.
• Ensure clear documentation of all user interactions, requests, and resolutions within the ticketing system, providing a detailed audit trail for follow-up.
• Proactively escalate complex or unresolved issues to the appropriate second-line support or technical teams, ensuring smooth handovers and timely resolution.
• Maintain a professional and positive attitude while interacting with users, providing exceptional service and maintaining high user satisfaction levels.
• Follow up with users to ensure issues are resolved to their satisfaction and to confirm the effectiveness of the solutions provided.
• Use a systematic approach to troubleshoot and address issues, ensuring that no request is overlooked, and every support call is handled with the utmost attention to detail.

• Strong call management skills, including logging, prioritizing, and escalating support requests.

• Ability to provide first-line support for software applications, troubleshooting common issues.

• Experience in guiding users through IT processes and troubleshooting steps.

• Ability to train and educate users on best practices, security policies, and IT tools.

• Excellent problem-solving skills with a focus on delivering a positive user experience.

• Ability to handle multiple tasks efficiently and prioritize based on business needs.

• Strong documentation skills for maintaining knowledge bases, FAQs, and support guides.

Candidates with the experience below will be given preference

1. Microsoft Office Proficiency:

2. Strong skills in Word, Excel, and PowerPoint for creating incident reports, status updates, and technical documentation.

3. Ability to generate data-driven insights using Excel and develop clear, professional presentations.

4. Application Support Experience:

5. Experience in troubleshooting and supporting one or more of the following application types: enterprise applications such as ERP systems (SAP, Oracle ERP, Microsoft Dynamics 365), CRM, web applications, mobile applications, IT service management tools (ServiceNow, Zendesk, Jir, collaboration platforms (SharePoint, Teams, Slack), and business-critical applications (CRM, POS (point-of-sales), ticketing systems like Gantner RCX) etc.

6. Ability to coordinate with vendors for issue resolution and system updates is a plus.
7. Bachelor's Degree (or Diploma) in Information Technology or a related field. Note- Degree or Diploma is required to apply for this position.
8. Minimum 3 years or more than 3 years of experience in the areas in the section titled 'Necessary knowledge and skills to be able to do the job'.