IT Support Associate

Designation: IT Support Associate

BU: Group Function

Location: Pune

Experience: 2 to 4 Yrs

Shift Details: 6 days a week (Monday to Saturday)

Shift Timings: 10:00 AM – 7:00 PM

About the Role

We are looking for an IT Support Associate to provide first-level technical support across Windows and macOS/Apple systems. The role involves troubleshooting hardware, software, Microsoft 365, Google Workspace, and basic network issues, while supporting user onboarding, IT assets, and day-to-day service desk operations. The ideal candidate should have strong troubleshooting skills, good communication, and a customer-focused approach.

Key Responsibilities

- Provide first-level technical support for Windows and macOS/Apple systems.

- Troubleshoot hardware, software, email, and basic network-related issues.

- Configure and troubleshoot Microsoft 365 and Google Workspace accounts.

- Install, configure, update, and troubleshoot operating systems and business applications.

- Support user account creation, password resets, access rights, and basic IT administration.

- Troubleshoot basic LAN, Wi-Fi, IP, DHCP, and DNS connectivity issues.

- Perform routine system health checks, software updates, and patch management.

- Log, track, and resolve incidents and service requests through the IT ticketing system.

- Escalate unresolved issues to L2/L3 support teams with proper documentation.

- Support employee onboarding and offboarding, including device allocation and returns.

- Provide remote support through phone, email, chat, and remote-access tools.

- Maintain IT asset inventory and relevant support documentation.

- Follow IT support processes, security guidelines, and defined service-level targets.

Required Skills & Qualifications

- Degree/Diploma in IT, Computer Science, or a related field.

- Basic knowledge of Windows and macOS operating systems.

- Familiarity with Microsoft Office/Microsoft 365 applications.

- Understanding of networking fundamentals such as LAN, Wi-Fi, IP addressing, DHCP, and DNS.

- Basic knowledge of laptop, desktop, and peripheral hardware troubleshooting.

- Strong problem-solving and analytical skills.

- Good verbal and written communication skills.

- Customer-oriented approach with the ability to work effectively in a team.

- Ability to learn and adapt to new technologies quickly.

Preferred Skills

- Exposure to Google Workspace administration.

- Experience with remote support tools.

- Understanding of ITIL concepts and IT service desk processes.