Technical support specialist

About the Role

We are looking for a customer-focused and technically proficient IT Support Engineer (L1) with 1-2 years of

experience to join our IT Support team. The ideal candidate should have hands-on experience in desktop

support, hardware and software troubleshooting, Microsoft 365 administration, Windows operating

systems, and basic networking.

The candidate will be responsible for providing first-level technical support, resolving user issues, managing

support tickets, configuring end-user devices, and ensuring timely resolution of incidents while delivering

excellent customer service.

Key Responsibilities

End-User Support

• Diagnose and resolve hardware, software, operating system, and application-related issues.

• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.

• Assist users with Microsoft Office applications and Windows operating systems.

• Perform system health checks and preventive maintenance.

Microsoft 365 Administration

• Create, modify, and manage Microsoft 365 user accounts and licenses.

• Support Microsoft 365 services including:

o Exchange Online

o Microsoft Teams

o OneDrive for Business

o SharePoint Online (Basic)

• Perform password resets and mailbox troubleshooting.

• Manage shared mailboxes, distribution groups, and Microsoft 365 groups.

• Support Microsoft Outlook configuration and synchronization issues.

Windows Administration

• Install, configure, and troubleshoot Windows 10 and Windows 11.

• Join devices to Active Directory or Microsoft Entra ID.

• Configure user profiles and local security settings.

• Perform operating system updates and driver installations.

• Troubleshoot boot, performance, and application issues.

Helpdesk & Ticket Management

• Log, prioritize, and resolve incidents using ITSM/Ticketing tools.

• Ensure incidents are resolved within defined SLA timelines.

• Escalate unresolved issues to senior engineers when required.

• Maintain accurate troubleshooting notes and resolution details.

• Create and update knowledge base articles.

Hardware & Software Support

• Install and configure desktop and laptop hardware.

• Diagnose hardware failures and coordinate warranty replacements.

• Install and update software applications.

• Perform hardware upgrades such as RAM, SSD, and peripheral replacements.

• Support antivirus installation and endpoint protection.

Basic Networking Support

• Troubleshoot LAN, Wi-Fi, and internet connectivity issues.

• Verify IP configuration, DNS, DHCP, and default gateway settings.

• Configure basic TCP/IP settings.

• Assist with printer and network drive connectivity.

• Escalate advanced network issues to the Network Team.

User Administration

• Create and manage Active Directory user accounts.

• Reset passwords and unlock user accounts.

• Manage user permissions and group memberships.

• Assist with onboarding and offboarding activities.

Job description:

Apprication Pvt Ltd -Hiring for BPO TECH SUPPORT(Night shift) - Work from office Goregaon(E)

JOB DESCRIPTION FOR BPO TECH -SUPPORT

-Excellent communication in English is mandatory.

-Must have minimum 1 year Experience

-Working on tickets and resolving the issues of clients/customers.

-Testing/replicating the issues raised by clients

-Working on tickets and resolving the issues of clients/customers

-Testing/replicating the issues raised by clients

-Installation of software / Hardware via remote.

-Giving training to the users via remote if required.

-Supporting merchants on software over Phone/Email.

-Giving remote support to clients.

Shift Timings : 11:00pm to 8:00am(Night shift)

connect on Seven three zero four one Double Eight Six Three Six

Job description:

Apprication Pvt Ltd -Hiring for BPO TECH SUPPORT(Night shift) - Work from office Goregaon(E)

JOB DESCRIPTION FOR BPO TECH -SUPPORT

-Excellent communication in English is mandatory.

-Must have minimum 1 year Experience

-Working on tickets and resolving the issues of clients/customers.

-Testing/replicating the issues raised by clients

-Working on tickets and resolving the issues of clients/customers

-Testing/replicating the issues raised by clients

-Installation of software / Hardware via remote.

-Giving training to the users via remote if required.

-Supporting merchants on software over Phone/Email.

-Giving remote support to clients.

Shift Timings : 11:00pm to 8:00am(Night shift)

connect on Seven three zero four one Double Eight Six Three Six

A Desktop Support Engineer is responsible for providing technical support and assistance to end-users in an organization. This role involves troubleshooting hardware and software issues, ensuring that desktop systems are functioning efficiently, and maintaining a high level of customer satisfaction. 

Key Responsibilities:

- Respond to user inquiries and provide technical support via phone, email, or in-person.

- Diagnose and resolve hardware and software problems, including operating systems, applications, and network connectivity issues.

- Install, configure, and upgrade desktop hardware and software, ensuring compliance with company standards.

- Maintain inventory of desktop equipment and software licenses, ensuring proper documentation and tracking.

- Collaborate with IT teams to implement new technologies and improve existing systems.

- Provide training and support to users on new software applications and tools.

- Assist in the setup and deployment of new workstations and peripherals.

- Monitor and maintain system performance, applying updates and patches as necessary.

- Document technical procedures and solutions for future reference.

Qualifications:

- Bachelor’s degree in computer science, information technology, or a related field, or equivalent experience.

- Proven experience in a desktop support role or similar technical support position.

- Strong knowledge of Windows and macOS operating systems, as well as common software applications.

- Familiarity with networking concepts and troubleshooting techniques.

- Excellent problem-solving skills and the ability to work under pressure.

- Strong communication skills, both verbal and written, with a customer-focused attitude.

- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

This role is essential for maintaining the productivity of employees by ensuring that their desktop environments are operational and efficient. A successful Desktop Support Engineer will be proactive, detail-oriented, and able to work independently as well as part of a team.

We are looking for dedicated and proactive Technical Support professionals who can deliver excellent customer service while resolving client queries efficiently. The ideal candidate should have strong troubleshooting skills, good technical understanding, and the ability to communicate effectively with clients.

Candidates with relevant EdTech experience will be highly considered.

Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.

Key Responsibilities:

·        Connect with clients and resolve their queries via calls, remote desktop support, and other communication channels.

·        Address and resolve tickets raised by clients for technical issues to ensure seamless operations.

·        Assist in designing and implementing effective software solutions.

·        Track user tickets and ensure timely resolutions.

·        Coordinate with the development team for any new feature requirements.

Requirements:

·        1–2 years of EdTech preferably school ERP/CRM

·        Excellent communication skills with fluency in English (mandatory)

·        Strong presentation and interpersonal skills.

·        Proficiency in Microsoft Office (Excel, Word, etc.).

·        Strong analytical and problem-solving abilities.

·        ERP certification (e.g., “Data Analyst”) is a plus.

What We Offer

•      Fixed CTC

•      Annual Off site Retreats

•      Rapid career growth with structured training and on-the-job mentorship

•      Opportunity to impact the lives of learners via tech.

•      Monthly Trainings & Skill Development to sharpen product expertise

•      Employee of the Month & Rewards & Recognition Programs

•      Fun inclusive work culture with Recreational Activities like open house events, fun games, celebrations and peer-driven culture

Role

This position provides technical support to end users across a variety of IT-related issues. The role involves identifying, researching, troubleshooting, and resolving technical problems related to computer systems, software, and hardware.

The position responds to support requests received via telephone, email, and other channels, while documenting, tracking, and monitoring issues to ensure timely resolution and adherence to Service Level Agreements (SLAs).

Essential Duties and Responsibilities

• Provide technical assistance and support for incoming queries, calls, and issues related to computer systems, software, and hardware.
• Identify, diagnose, and troubleshoot technical issues and problems.
• Categorize, record, and manage reported queries and provide appropriate solutions.
• Assist users with problem identification and resolution.
• Advise users on the appropriate course of action for reported issues.
• Monitor incidents and service requests from initial reporting through final resolution.
• Escalate unresolved or complex problems to the appropriate level of support when required.
• Provide basic online security guidance and technical support to end users.
• Manage one or more customer service/support functions as assigned.
• Act as a primary point of contact for service users and customers reporting issues or requesting information, access, or other IT services.
• Receive and handle service requests in accordance with established procedures.
• Promptly assign and route support calls and tickets to the appropriate teams.
• Log incidents and service requests and maintain accurate and relevant records.
• Maintain detailed technical documentation within Help Desk tickets, including troubleshooting steps, actions taken, and resolutions.
• Identify and classify incident types and service interruptions.
• Record incidents and categorize them based on symptoms, root causes, and resolutions.
• Support day-to-day operational requirements during changes while minimizing service disruptions.
• Ensure support activities remain aligned with applicable SLAs, IT service management processes, and information security requirements.
• Maintain a typing speed of at least 45 WPM.
• Perform basic hardware and software troubleshooting.
• Demonstrate a good understanding of current operating system functionality.
• Possess a basic understanding of computer hardware.
• Demonstrate proficiency with Microsoft products and applications.
• 
  

Skills & Qualifications

Technical Skills

• Good understanding of IT Service Desk and technical support processes.
• Knowledge of ITIL processes and best practices.
• Hands-on experience with ServiceNow or similar IT service management/ticketing tools.
• Working knowledge of Active Directory.
• Experience with Microsoft Office 365.
• Knowledge of account provisioning and account creation.
• Basic understanding of computer hardware and peripherals.
• Basic knowledge of Microsoft Teams and Outlook.
• Good understanding of Windows operating systems and common desktop applications.

Professional Skills

• Excellent verbal and written communication skills.
• Strong customer service and customer-handling skills.
• Ability to diagnose problems and provide effective solutions.
• Strong troubleshooting and problem-solving skills.
• Ability to prioritize and manage multiple incidents and service requests.
• Ability to follow established IT Service Desk procedures and guidelines.
• Ability to work effectively in a team-oriented environment.
• Strong attention to detail and accurate documentation skills.

Experience

• 1–3 years of experience in an IT Service Desk, Help Desk, Technical Support, or similar role.

Educational Qualifications

• B.Tech / B.E. in Computer Science, Information Technology, or a related field; or
• Bachelor of Computer Applications (BCA); or
• B.Sc. in Computer Science / Information Technology or a related field.

Additional Requirements

• Adherence to company IT Service Desk (ITSD) policies, procedures, and guidelines.
• Commitment to maintaining information security and confidentiality.
• Ability to meet defined service levels and provide timely support to end users.

• Troubleshooting & Issue Resolution – Diagnose and resolve hardware, software, and network issues through remote and on-site support.
• User Support & Training – Assist employees and clients with technical queries, software installations, and system configurations.
• System Maintenance & Updates – Ensure regular system updates, patches, and security fixes to maintain system integrity.
• Network & Connectivity Support – Address internet connectivity issues, VPN configurations, and firewall troubleshooting.
• Ticket Management & Documentation – Log, track, and resolve issues through a helpdesk system, ensuring timely resolution.
• Hardware & Peripheral Support – Install, configure, and maintain printers, scanners, and other IT peripherals.
• Security & Data Protection – Ensure adherence to IT security policies, managing access controls and data backup solutions.

Position- Technical Support executive

Relevant Experience: 1-2 Years (Ed Tech ERP)

Locations- Noida

Key skills- Presentation Skill, Computer Knowledge, ERP Knowledge, Good Communication Skills, MS Excel Skills

Minimum Qualification:- Bachelor’s degree mandatory.

What we’re looking for

We are looking for dedicated and proactive Technical Support professionals who can deliver excellent customer service while resolving client queries efficiently. The ideal candidate should have strong troubleshooting skills, good technical understanding, and the ability to communicate effectively with clients.

Candidates with relevant EdTech experience will be highly considered.

Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.

Key Responsibilities:

·        Connect with clients and resolve their queries via calls, remote desktop support, and other communication channels.

·        Address and resolve tickets raised by clients for technical issues to ensure seamless operations.

·        Assist in designing and implementing effective software solutions.

·        Track user tickets and ensure timely resolutions.

·        Coordinate with the development team for any new feature requirements.

Requirements:

·        1–2 years of EdTech preferably school ERP/CRM

·        Excellent communication skills with fluency in English (mandatory)

·        Strong presentation and interpersonal skills.

·        Proficiency in Microsoft Office (Excel, Word, etc.).

·        Strong analytical and problem-solving abilities.

·        ERP certification (e.g., “Data Analyst”) is a plus.

What We Offer

•      Fixed CTC

•      Annual Off site Retreats

•      Rapid career growth with structured training and on-the-job mentorship

•      Opportunity to impact the lives of learners via tech.

•      Monthly Trainings & Skill Development to sharpen product expertise

•      Employee of the Month & Rewards & Recognition Programs

•      Fun inclusive work culture with Recreational Activities like open house events, fun games, celebrations and peer-driven culture

Job description

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities.

Responsibilities:-

• Respond to customer queries in a timely and accurate way, via phone, email and ticketing system.

• Identify customer needs and help customers use specific features

• Analyze and report product bugs, issues, and errors (for example, by testing different scenarios or impersonating users)

• Update our internal databases with information about technical issues and useful discussions with customers

• Monitor customer complaints on social media and reach out to provide assistance

• Share feature requests and effective workarounds with team members

• Inform customers about new features and functionalities

• Follow up with customers to ensure their technical issues are resolved

• Gather customer feedback and share with our Product, Sales and Marketing teams

• Assist in training junior Customer Support Representatives

Requirements and skills:-

• Experience as a Customer Support Specialist or similar CS role.

• Familiarity with our industry is a plus.

• Experience using help desk software and remote support ticketing systems.

• Understanding of how CRM systems work.

• Excellent communication and problem-solving skills.

• Multi-tasking abilities.

• Patience when handling tough cases.

• BSc in Information Technology or relevant diploma.

Experience : 7-10 years

-Indore-Onsite

-5 Days working culture

Company & Team Overview

Planview's mission is to build the digital future of connected work — empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.

Headquarters in Austin, Texas, with over 1,500 employees worldwide, Planview serves more than 3,000 customers and 3.1 million users globally, including 45 of the Fortune 100.

The Support Operations team is at the heart of Planview's customer experience, ensuring that enterprises around the world get the most value from Planview's industry-leading platform. As Planview expands its AI-first portfolio through continued innovation and acquisition, the Support Operations team plays a critical role in delivering consistent, high-quality technical assistance across a growing suite of solutions.

Role Summary

Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows, while investigating root causes and documenting durable solutions.

You will escalate complex or defect cases appropriately — acting as a liaison between customers and the Development and Cloud Operations teams — and guide customers on the product's proper use and best practices. As you grow, you will take on increasingly complex problems end-to-end and mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team. Success is measured by case resolution quality, SLA performance, customer satisfaction, and case hygiene.

Key Responsibilities

Customer Support & Case Management

•   Act as the first point of contact for KeyedIn Customer Care customers seeking technical assistance, providing troubleshooting and support via the ticketing system, email, and web-based tools.

•   Accurately log all customer cases, interactions, and resolutions in the case management system (Salesforce).

•   Take a hands-on approach, managing issues from initial contact through final resolution and follow-up, and maintaining full accountability throughout the support lifecycle.

•   Prioritize cases according to severity and SLA commitments, ensuring timely and accurate responses.

•   Maintain case hygiene — accurate status, ownership, and next action — with no-silent-case discipline.

Technical Troubleshooting & Resolution

•   Handle standard KeyedIn administration and configuration requests — support-portal accounts, licence-count updates, user provisioning and termination, login-group publishing, and access/login issues.

•   Resolve standard reporting, widget, dashboard, and how-to cases; assist with routine data export and data-load requests.

•   Investigate root causes, guide customers through corrective steps, and document solutions in the Customer Success Center knowledge base.

•   Escalate complex or defect cases to higher-level engineers or Development with clear reproduction steps and environment details; route Cloud Operations and Development-owned work to the correct team without owning it.

•   Follow the team's call-escalation discipline — move prolonged email threads to a call at the defined threshold to speed resolution.

Product Knowledge & Continuous Improvement

•   Stay current on KeyedIn releases, feature changes, known issues, and system updates.

•   Advise customers on the product's proper use, best practices, and configuration guidance.

•   Contribute to technical notes and knowledge base articles in the Customer Success Center.

•   Collect and communicate customer feedback, recurring issues, and product-quality insights to improve product quality and support processes.

Collaboration & Mentoring

•   Mentor Associate Technical Support Engineers, sharing knowledge and best practices.

•   Build relationships with cross-functional teams including Engineering, Development, Cloud Operations, Product, and Customer value advisor.

•   Function independently as well as part of a cross-functional global team.

•   As needed, participate in on-call or skeleton crew rotation.

Required Qualifications

•   1–3 years of experience in technical support, software support, IT support, or a closely related customer-facing role.

•   Demonstrated ability to independently troubleshoot and resolve technical issues in enterprise software or SaaS environments.

•   Strong written and verbal communication skills in English; ability to explain technical concepts clearly to both technical and non-technical audiences.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, or similar).

•   Solid diagnostic and problem-solving skills with a systematic, analytical approach.

•   Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.

•   Ability to work independently and as part of a cross-functional global team.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, Dynamics 365, or similar).

Preferred Qualifications

•   Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.

•   Familiarity with SaaS application support models and multi-tenant environments.

•   Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).

•   Exposure to REST or SOAP APIs and tools such as Postman or cURL.

•   Practical familiarity with PPM concepts — projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML).

•   Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions.

•   Relevant technology certifications (Microsoft, AWS, ITIL, or similar).

Knowledge, Skills & Abilities

•   Willing to accept and adapt to change, showing flexibility and recovering relatively quickly from setbacks.

•   Actively participates in team meetings and seeks out collaboration opportunities without always waiting to be prompted.

•   Seeks feedback from colleagues and peers and integrates that feedback into their approach and work quality.

•   Displays a willingness to develop conflict-resolution skills and facilitate productive discussions with customers and colleagues.

•   Keeps a calm, professional demeanor across a variety of clients and personalities, even when others in the support process may not.

•   Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.

•   A logical, process-oriented thinker who is positive, proactive, and innovative — a creative problem solver with exceptional customer service skills.

•   Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge and the ability to learn new concepts quickly.

•   Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.

Technical Skillset (Product-Specific)

Experience Required: 1–3 years.

Must Have

•   API — Experience with Postman or similar tools to test APIs, validate responses, and troubleshoot API failures; understanding of REST APIs, HTTP methods, status codes, and request/response flows for troubleshooting integrations.

•   SQL & Relational Databases — Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.

•   Analytical & Communication Skills — Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.

•   Application & Log Analysis — Application logs, error analysis, troubleshooting, and root cause identification.

•   Salesforce & Jira — Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.

•   Web & SaaS Troubleshooting — Web-based applications, SaaS/cloud environments, browser Developer Tools, HTTP/HTTPS, and network troubleshooting.

•   Cloud & Networking — Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, proxies, and connectivity issues.

•   Power BI (basic) — able to read dashboards and reports, understand how filters and slicers change results, and recognize whether a reporting issue is a data, refresh, or configuration problem.

Nice to Have

•   PPM Application Support — Practical familiarity with projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Reporting & Data — Comfort with report/widget configuration concepts, filters, and data validation.

•   Data Loads & Exports — Ability to handle imports/exports, MS Project imports, and bulk field uploads.

•   Planview Product Familiarity — Any exposure to Planview's portfolio or release management product suite.