• Provide Technical Support: Respond to user inquiries and support requests via phone, email, chat, or in person. Diagnose and resolve technical hardware and software issues in a timely manner.

• Troubleshooting: Analyze problems related to Print management software installed on servers, network connectivity, printers, data base configuration etc. Identify solutions or escalate issues to specialized teams if needed.

• Software & Hardware Management: Assist with the installation, configuration, and updates of software applications i.e. Print management software , Document Management software etc. on different operating systems i.e. Windows, Mac, Linux etc and hardware devices i.e. Multifunction printers , Card readers, Biometric terminals etc

• Incident Management: Track, log, and update support tickets in a timely manner . Ensure that issues are resolved according to service-level agreements (SLAs).

• User Training & Documentation: Create and maintain support documentation for common issues and resolutions. Provide training or guidance to users on software applications, tools, and IT best practices.

• Collaboration: Work closely with Reseller , End customer teams to escalate and resolve more complex technical issues to Vendors

• Continuous Improvement: Suggest improvements to current systems, processes, or workflows to enhance efficiency and user satisfaction.

Desired Candidate Profile

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

• Experience: 3-5 years of experience in technical support, help desk, or IT support roles.

• Technical Skills:Proficient in troubleshooting Windows, macOS, or Linux operating systems.
  Knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP).
  Familiarity with enterprise software and tools (e.g., Microsoft Office 365, VPNs, remote desktop software, Net work load balancers etc).
  Experience with ticketing systems like Zoho desk, Jira etc
  

• Soft Skills:Excelent communication skills, both written and verbal.
  Strong customer service orientation with an ability to explain technical concepts to non-technical users.
  Ability to work independently and manage multiple tasks effectively.
  

• Certifications: CompTIA A+, Microsoft Certified: Azure Fundamentals, or ITIL Foundation (preferred but not mandatory).