IT Support Technician

Job Summary

• Installs, configures, repairs, and performs preventive maintenance on personal computers, workstations, mobile devices, printers, monitors, docking stations, and other peripheral equipment.
• Sets up and tests complex computer systems, peripherals, operating systems, and software applications.
• Provides hardware and software support to users at company locations and assigned customer sites in India.
• Provides telephone, remote, and in-person technical support in English and, where required, Hindi or another applicable local language.
• Troubleshoots complex hardware, software, operating system, security, and connectivity issues.
• Diagnoses problems involving local networks, wireless connectivity, user accounts, endpoint security, and other systems supporting personal computers.
• Coordinates equipment repairs, replacements, warranty service, and technical support activities with internal teams and external vendors.
• Reviews hardware and software options and provides recommendations based on compatibility, security, cost, availability, and company requirements.
• Maintains accurate electronic and hard-copy records, including service tickets, purchase orders, equipment inventories, repair documentation, and maintenance logs.
• Supports the deployment, relocation, retirement, and secure disposal of computer equipment in accordance with company procedures and applicable Indian requirements.
• May assist with planning, designing, testing, and implementing new personal computer systems and workplace technology.
• May work on a help desk, provide telephone support, or coordinate service calls for users.
• May travel between company facilities or customer locations in India to deliver, install, inspect, or retrieve hardware and software.
• May use public transportation or an approved company vehicle for business-related equipment transportation and site support.
• Develops and provides user training, technical guidance, and support documentation.
• May train, mentor, or supervise less experienced technical personnel.
• Observes all applicable company policies, Indian laws and regulations, contractual requirements, information-security requirements, export-control obligations, and customer requirements.
• Performs all duties safely and in accordance with established procedures and practices.
• Performs other duties as assigned or required.

Job Qualifications

• Typically requires an associate degree, diploma, or equivalent post-secondary education in information technology, computer science, electronics, or a related discipline, along with six or more years of progressive personal computer technical support experience.
• A recognized information technology certificate and equivalent technical experience may be substituted for formal education, consistent with company policy.
• Experience supporting users, systems, and vendors in a multinational or India-based business environment is highly desirable.
• Professional proficiency in English is required. Hindi or another applicable Indian language may be required based on the assigned location and customer-support responsibilities.
• Requires extensive knowledge of information technology policies, procedures, support practices, and service-management processes.
• Requires comprehensive knowledge of current personal computers, operating systems, endpoint security tools, productivity software, and related peripheral equipment.
• Must be able to troubleshoot highly complex technical situations and resolve non-routine problems using sound judgment, initiative, and effective solutions.
• Must be able to contribute to the development and improvement of technical processes and procedures.
• Must be able to develop recommendations, explain complex technical information clearly, communicate effectively with employees at all levels, and establish appropriate priorities.
• Must be customer-focused and able to provide professional support in a culturally diverse environment.
• Must be willing and able to travel within India as required.
• A valid Indian driver’s license may be required for duties involving company vehicles or equipment transportation.
• Must be able to work flexible hours, including occasional after-hours, weekend, or holiday support when required by business or operational needs.
• Must be legally authorized to work in India and satisfy applicable company, customer, security, and access requirements.

• Experience supporting Windows-based enterprise environments and standard office productivity applications.
• Experience with hardware imaging, software deployment, backup and recovery, asset management, and endpoint security.
• Experience using service-management or help-desk ticketing systems.
• Familiarity with Indian business practices and workplace communication norms.
• Experience supporting U.S. government, defense, aerospace, or other regulated environments.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, ITIL, or equivalent credentials.
• Familiarity with Indian information-security, privacy, data-protection, export-control, and workplace-safety requirements.
• Experience supporting geographically distributed teams or multiple office locations.

• Workstyle: Onsite
• Experience Level: Mid-Level (3-7 years)
• Full-Time/Part-Time: Part-Time Hourly
• Job Category: Information Technology
• Travel Percentage Required: 0% - 25%
• Relocation Assistance Provided?: Yes