Technical Support

Hello candidates,

Greetings of the day...!!!

We have an urgent opening for the profile of "Technical Support Analyst" for an MNC IT Company @ Work From Home.

Job Description

Technical Support Analyst

Department: Operations / IT Support
Reports To: Support Manager / Operations Lead
Location: On-site, Gwalior
Shift: Rotational (including weekends & holidays if required)

Position Overview

We are seeking proactive and service-oriented professionals to join our Technical Support team. This role focuses on first-level troubleshooting, operational support, and ensuring seamless system performance across hotel or technology-driven environments. The ideal candidate will support internal teams, clients, and end-users by resolving technical and operational issues efficiently while maintaining high service standards.

Key Responsibilities

1. Technical Support

• Provide first-level troubleshooting for systems such as:

• Property Management Systems (PMS)

• Point of Sale (POS) systems

• Door lock/access control systems

• Payment terminals

• Network & Wi-Fi connectivity

• Printers and peripheral devices

• Diagnose hardware/software issues and perform basic configuration.

• Manage user accounts, login issues, and access permissions.

• Escalate complex incidents to senior support or third-party vendors.

• Follow SLA timelines and document resolution steps.

2. Operational Support

• Monitor daily operational systems to ensure uptime and reliability.

• Track system performance and recurring issues.

• Maintain structured logs of tickets, incidents, and escalations.

• Support rollout of updates, patches, and new deployments.

3. Client & End-User Support

• Address technology-related client concerns.

• Provide clear, courteous, and professional communication.

• Ensure timely follow-ups until issue resolution.

• Maintain high customer satisfaction and service standards.

4. Coordination & Vendor Management

• Coordinate with IT teams, operations teams, and virtual/remote support agents.

• Liaise with hardware/software vendors for issue resolution.

• Support preventive maintenance activities.

• Assist in onboarding new customer accounts & system implementations.

Experience
2–3+ years in hotel operations, IT support, or technical operations

Technical Skills
Basic knowledge of PMS & POS preferred but not required. Knowledge in networking basics & troubleshooting of software and hardware preferred.

Soft Skills
Good communication, strong problem-solving, mentoring ability, escalation handling

Required Skills

• Basic networking concepts (IP, routers, Wi-Fi troubleshooting)

• Familiarity with ticketing systems (Jira, Zendesk, Freshdesk, etc.)

• Hardware troubleshooting (terminals, scanners, printers, kiosks)

• Strong documentation & reporting skills

• Ability to work in SLA-driven environments

• Customer-first mindset

Preferred Skills (Good to Have)

• Experience in hospitality technology environments

• Exposure to cloud-based applications

• Understanding of access control or payment systems

• Experience supporting remote users or multi-location operations

Work Environment

• Rotational shifts (including weekends and holidays)

• Direct interaction with internal teams, clients, and remote agents

• Fast-paced, SLA-driven environment

• Multi-location support model

Key Competencies

• Accountability & Responsibility

• Attention to detail

• Ownership mindset

• Clear communication

• Structured troubleshooting approach

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.