Technical Support Analyst
Department: Customer Support
📍Location: Pune, India – Work from Office
Work Schedule: 24x7 rotational shifts, inclusive of weekends and public holidays

Educational Qualifications

• Bachelor’s degree in engineering, Technology, or Computer Science (BE, BTech, BSc-IT, 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

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