Provide first and second-level technical assistance to end users or clients by troubleshooting hardware, software, and network issues. Use multiple communication channels (phone, email, chat, in-person) to diagnose and resolve technical problems or escalate complex issues to higher-tier teams.

🛠 Core Responsibilities

• Respond to support requests via phone, email, chat, or ticketing systems.
• Identify, research, diagnose, and resolve hardware, software, OS, and network issues.
• Guide users through step-by-step troubleshooting, using remote desktop tools or on-site visits.
• Escalate unresolved or complex issues to appropriate teams following established procedures .
• Track and log cases/issues in ticketing systems; maintain documentation and knowledge base articles.
• Follow up with users post-resolution to ensure effectiveness and satisfaction.
• Assist with software/hardware rollouts, installations, configurations, and periodic system maintenance .
• Support company-wide IT processes: account setup, backups, OS updates, patching, and security protocols.

👥 Qualifications & Skills

Education & Experience

• Bachelor’s degree in Computer Science, IT, or equivalent — or equivalent experience .
• Experience in technical support, desktop support, or help desk environments recommended.

Technical Knowledge

• Proficiency with operating systems: Windows, macOS, Linux .
• Familiarity with hardware troubleshooting: PCs, laptops, peripherals, printers.
• Networking essentials: TCP/IP, DNS, DHCP, VPNs, domain-based networks.
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop) and ticketing platforms (Zendesk, ServiceNow, Freshservice).
• Additional skills: scripting (Python, Bash), basic server or cloud services a plus.

Soft Skills

• Strong problem-solving and analytical reasoning.
• Excellent verbal and written communication, with the ability to explain technical concepts to non-technical users.
• Customer-service orientation, empathy, and patience.
• Effective multitasking, time management, and documentation discipline .

Certifications (Optional but preferred)

• CompTIA A+, Microsoft MCSA/MCSE, Cisco CCNA, Linux+, or similar credentials.

📈 Career Path & Tiers

• L1 (Tier‑1) – Handles common, simple issues using scripts or knowledge bases.
• L2 (Tier‑2) – Manages more complex inquiries, requiring deeper tech skills.
• L3 (Tier‑3) – Escalates to application analysts or engineers, often involving code-level/operator support

About company

Hinduja Global Solutions is an Indian pure play business and service provider headquartered in bangalore, and part of the Hinduja Group. Formerly known as HTMT Global, the company re-branded itself as HGS in line with the group policy. It has over 40000 loopemployees worldwide with a large employee base in India.