The Scalers is a French-Indian company that helps businesses in Europe, the Middle East, and the US expand their R&D operations to India.
Our projects consist of setting up software development centers from scratch. From understanding our Partner's technical strategies to hiring their team, a great deal of planning and coordination goes into this process. Each project is led by a Project Manager and a Technical Coordinator who work alongside our Partner Success and internal teams.
We are looking for a Technical Support Specialist with good knowledge in technology and software, who can help us solve technical issues and IT-related problems
RESPONSIBILITIES
- Address user tickets regarding hardware, software and networking
- Maintain the Asset Tracking system.
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customise desktop applications to meet user needs
- Direct unresolved issues to the next level of support personnel
- Follow up with Clients/Partners users to ensure their systems are functional
- Help create technical documentation and manuals
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritise and manage several open issues.
- Acts as expert for infrastructure teams in the plan, design, and delivery of IT solutions.
- Acquiring new software and hardware, negotiating service contracts, and building relationships with vendors and service providers
- Coordinating and Implementing of Monthly Patching of Mac Devices using JamfPro
- Ability to speak to a non-technical audience about technical problem.
- Participate in identifying, troubleshooting & mitigating issues on Operating systems in a timely and accurate fashion.
REQUIREMENTS
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Mac OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus