Technical Support Analyst
Blancco Technology Group
IT, Customer Service
India · Pune, Maharashtra, India
Technical Support Analyst
Department: Customer Support
Work Location: Pune, India – Work from Office
Work Schedule: 24x7 rotational shifts, inclusive of weekends and public holidays
Why You’ll Love Working Here
At Blancco, we believe that the best work comes from being your authentic self. Our vibrant culture celebrates diversity, fosters collaboration, and values every voice. We fearlessly explore new ideas, learn from each other, and turn challenges into opportunities. Your career here isn’t just a job, it’s a journey of continuous learning, meaningful contributions, and impactful innovation.
**Please not that we are unable to provide visa sponsorship**
Roles and Responsibilities
· Provide first-level technical support to internal teams and external customers
· Troubleshoot and diagnose issues related to operating systems, applications, devices, and software
· Manage and update the ticketing system, ensuring timely resolution and accurate documentation
· Maintain and update technical documentation, SOPs, and knowledge base articles
· Collaborate with cross-functional teams locally and internationally as required
· Conduct periodic training sessions for internal teams on relevant tools, processes, and systems
· Prepare operational reports and insights for various business functions
· Demonstrate familiarity with service management practices; ITIL knowledge is advantageous
· Utilize support tools effectively to investigate, analyse, and resolve incidents
· Handle urgent and high-priority requests in a dynamic and fast-paced environment
· Contribute positively to team objectives while enhancing skills in time management, communication, and problem-solving
What we're looking for:
Educational Qualifications
· Bachelor’s degree in engineering, Technology, or Computer Science (BE, BTech, BSc-IT, BSc CS, BCA, MCA) or an equivalent qualification.
Technical Competencies
· Proficiency in Linux and Windows Operating System Administration
· Fundamental knowledge of networking; CCNA certification preferred
· Experience with MySQL Database Administration
Behavioural & Interpersonal Competencies
· Excellent verbal and written communication skills; fluency in English is mandatory
· Strong active listening capabilities and the ability to articulate technical information clearly to non-technical stakeholders
· High degree of customer empathy with a demonstrated focus on customer satisfaction
· Strong sense of responsibility, ownership, and accountability
· Effective analytical, diagnostic, and critical thinking abilities
· Ability to remain calm, patient, and professional in high-pressure situations
Preferred Certifications
· Linux or Windows System Administration
· CCNA (Networking)
· MySQL Database Administration
· ITIL Foundation
If you're ready to kick-start your career in tech support and join a fast-growing, forward-thinking organisation, we’d love to hear from you! 🚀