Interns, Tech Support

About the Role

ThoughtVerve Private Ltd is seeking Interns for Tech Support to assist in resolving technical issues for internal teams and external customers.

Key Responsibilities

• Respond to support tickets.
• Diagnose and troubleshoot software or system problems.
• Escalate complex issues to senior engineers.
• Maintain documentation of common issues and solutions.
• Track customer interactions for timely follow-up.
• Support basic system checks and monitoring activities.
• Collaborate with product and engineering teams.
• Communicate clearly with users to understand their challenges.
• Contribute to continuous improvements in support processes to enhance customer satisfaction.
• Provide remote technical support and solutions across multiple companies, networks, and domains to end users.
• Resolve applications, networking, PC, and peripheral issues.
• Responsible for hardware/software setup and configuration, including imaging laptops.
• Assist with maintaining and troubleshooting Windows Server 2008/2012/2016 and Microsoft Remote Desktop Environment.
• Purchase, track, and maintain inventory of IT equipment.
• Administration of voice and data communications.
• Maintain support documentation, including technical configuration information and process flows.
• Resolve issues by working with other System Support Admin team members and cross-departmental teams, application developers, vendors, network and database administrators.
• Solve moderately complex problem situations and participate in the identification of opportunities for improvement to processes, procedures, or tools.

Requirements & Tech Stack

• 0-2 years working in a Helpdesk or System Support Admin role.
• Proficient in Active Directory (AD) Hybrid.
• Good knowledge of Microsoft 365 Management.
• Exposure to Microsoft Entra ID and Intune.
• Knowledge of Microsoft Entra ID Conditional Access (preferred).
• Ability to diagnose and resolve technical issues remotely and on-premises.
• Working knowledge of troubleshooting basic hardware issues.
• Working knowledge of troubleshooting basic network (bandwidth/connectivity) issues.
• Excellent customer interfacing skills.
• Good interpersonal and communication skills.
• Microsoft Active Directory Hybrid and 365 management experience required (Setting up new users, email accounts, distribution groups, and OUs).
• Knowledge of Fortinet Fortigate network appliances.
• PowerShell experience (huge plus).
• Willing to work on call after-hours rotation.
• Flexible with working across time zones.
• Ability to work independently and in a team.
• Ability to effectively prioritize and execute tasks in a fast-paced and ever-changing environment.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Certifications in A+, Network+, Security+, MCSE, MCITP, MCTS (added advantage).
• Entra ID Administrator Associate certified.
• Excellent analytical and problem-solving skills.
• Strong communication & collaboration skills.
• Ability to learn and adapt to new and evolving technologies.

Location: Remote support

Shift Hours: US Timezone