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Job Description : Education Qualification : Diploma Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 4 - Advanced Certification : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: Handle incoming calls, emails and chat from the user may require working on rotational shift Ability to comprehend end users from International locations over the phone Recording, classifying and prioritizing tickets Providing initial support and troubleshooting based on Knowledge Base articles Taking a remote of an end user s machine if required while troubleshooting Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support Monitoring the status and documenting the progress towards resolution of all open tickets Keeping affected users informed about the progress. Resolution confirmation and closure of tickets within the SLA Supervises junior employees, ensures delivery quality and standards adherence, and supports onboarding, training, and stakeholder coordination. Provides second-level support, reviews junior employees work, and offers day-to-day guidance to improve quality and first-time resolution. Technical Skills: Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 Understanding of desktop applications, installation and uninstallation Ability to support users in business applications based on SOP s Troubleshooting Desktop/Application remotely Ability to carry out Disk management, Disk Encryption, Wireless configuration Ability to check utilization and availability, ability to perform start up and shut down services by following SOP Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: Technical understanding of native backup management tools and different types of backups. Ability to provide SOP based support for configuring and troubleshooting backup related issues Basic Networking Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud) Location : IND-MH-Pune-CL Created On : 10-Jul-2026 .