Job Title

ANSR is hiring for one of its client.The position involves but is not limited to:Provide technical support for hardware, software, applications, and network issues via telephone or online to end-users, logging calls made to IT Support team and keep track of response time and outcomesIdentifying, diagnosing, and resolving the level 1/2 issues in computer hardware and software in a mainframe system such as Laptops/Desktops/Tablets/Printers/Mobiles within given SLAsWhen On-Call during after hours, act as the single point of contact for the high priority Incidents and if required escalate them to the respective team within given SLAsManage IT Support team’s tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency and escalate when necessaryUndertaking Problem Management to investigate the root causes of incidents for the proactive prevention of problemsAssist with IT onboarding for new employees, including device setup, access provisioning, and orientation on IT systemsHandle offboarding processes, ensuring secure deactivation of accounts and retrieval of IT assetsManage user accounts and permissions in Active Directory, Microsoft 365, and enterprise applicationsDocument solutions, create user guides, and contribute to the IT knowledge baseEducate users on IT policies, security best practices, and self-service resourcesParticipate in IT projects and assist with system rollouts and upgradesManage group policies and access-related issuesMandatory (critical for the Role):Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experienceProven at least 2 years of experience in providing technical support and troubleshooting for hardware, software, and network issues in a similar roleKnowledge and experienced with remote access methods and troubleshooting methodologiesExcellent experience supporting and troubleshooting Windows 10, 11, M365 Applications including Outlook, Office, OneDrive and SharePoint, Enterprise Applications, and hardware within the Microsoft infrastructureProficiency in Active Directory for user management, password resets, and group membership administrationExperience in troubleshooting user account issues in Microsoft 365 Admin Center, Entra ID, and Microsoft Endpoint ManagerKnowledge of networking concepts, protocols, and troubleshooting methodologies including VPN, Wi-Fi, and DNSStrong problem-solving skills and attention to detailsSkills (Technical, Business, Leadership):Strong hardware support knowledge (laptops, desktops, printers, routers, etc)Exceptional customer serviceGreat communication, both oral and writtenExcellent problem-solving skills and the ability to work independently or as part of a team.Attention to detail and ability to prioritize tasks in a fast-paced environment.Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar)Ability to create clear technical documentation and user guides