Technical Support Specialist

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