End User Support

About the Role

Associate Services Specialist I with high aspirations and passion to provide technology support. This role is a vital point of contact for all IT related incidents and service requests.

Key Responsibilities

• Focus on delivering world-class customer service to every customer.
• Provide Hardware and Application Support.
• Perform Asset management and tracking of hardware and software.
• Install and configure firm-standard images on laptops & desktops.
• Interface with outside customers and vendors.
• Follow directions from supervisors or managers to implement new technology.
• Provide after-hours emergency support on a rotational basis.
• Provide Mobile Device deployment & support, including guidance, activation, account modifications, configuration, testing, problem identification, and resolution.
• Grow relationships with business users, promote CTS services, understand business needs, and maintain ownership for problem resolution.
• Document problems and resolutions for knowledge bases, OEM vendors, and service desk tickets.
• Adhere to policy and Service Level Targets (SLTs) through accurate recording of service activities, asset transactions, data retention, and PC compliance.
• Perform password resets and workstation management in Active Directory.
• Support and provide training for Audio/Video Conference equipment.
• Assist infrastructure teams (LAN, WAN, Telephony) with local hands-on activities.

Requirements & Tech Stack

• Technical troubleshooting
• Strong Microsoft Office (Outlook, Word, Excel, Power Point, Teams)
• Zoom
• Windows and MAC operating systems
• Mobile device hardware and software
• Networking
• Video conferencing
• Audio/Video
• Telephony equipment
• Active Directory administration (advantage)

Emerging Technology & AI Enablement

• Practical proficiency in AI and emerging technologies is a prerequisite.
• Ability to apply AI, Generative AI, Microsoft Copilot, Microsoft 365, Power Platform, Claude / Gemini automation, and other evolving technologies to solve business problems, improve productivity, simplify processes, and enable digital transformation, while ensuring responsible, secure, and compliant adoption.

Qualifications

• B. Tech, BE & Engineering Graduates
• 1 to 3 years of relevant experience into Technology Support
• ITIL – Certification (Preferred)
• Microsoft MCITP – Certification (Preferred)
• A / N+ Certification (Preferred)
• Industry certifications such as Dell or HP (Preferred)
• Basic knowledge of overall network/systems security (Preferred)