It support technician (hyderabad)

As an IT Support Technician in our work-at-office environment, you will be the first line of technical support for our workforce. Beyond traditional IT support, you will also facilitate virtual onboarding for new employees, ensuring a smooth integration into our digital ecosystem. This position requires night shift availability to support business operations effectively. Primary Responsibilities: First Point of Service Excellence: Deliver outstanding first-level technical support, resolving hardware, software, and network connectivity issues in real time. Remote Assistance Mastery: Provide remote troubleshooting and support via remote tools, web meetings, email, service desk tickets, and instant messaging. Closure Rate Optimization: Achieve high first-level resolution rates by effectively utilizing a range of troubleshooting tools. Documentation: Accurately log all resolutions and escalations in the internal ticketing system, ensuring organized and traceable IT records. Hardware Support: Configure and troubleshoot desktops, laptops, thin clients, Mac devices, and related peripherals. Procedural Adherence: Follow established IT procedures while exercising sound judgment when required; assist in developing new SOPs for emerging technologies. Process Improvement: Review objectives, evaluate proposed changes, and recommend improvements to enhance IT support efficiency. Information Security: Ensure compliance with information security policies across all support activities. Education: Graduate/Diploma (College degree preferred)

Knowledge & Skills:

3+ years of experience in IT desktop support (BPO environment preferred).

Strong proficiency in Windows OS, Mac OS, and Microsoft 365.

Skilled in troubleshooting computer hardware, thin clients, VPNs, and remote access tools.

Hands-on experience with VMware and Windows Active Directory.

Knowledge of MFA setup and management.

Excellent verbal and written communication skills for supporting non-technical users.

Flexibility to work in permanent night shifts. Quick learner with the ability to adapt to new technologies.

Strong analytical and problem-solving skills.

Ethical, dependable, and collaborative team player.

Ability to multitask and perform under pressure.