About Company

Tech Mahindra is a global IT services and consulting company that helps businesses with technology, digital transformation, and customer support solutions. The company works with clients across the world and provides strong career growth, learning opportunities, and exposure to international projects. Tech Mahindra is known for its professional work culture and focus on innovation.

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Job Overview

Tech Mahindra is hiring Technical Support Associates to provide first-level IT support to users. This role involves handling technical issues through calls, emails, and chat, resolving problems within defined timelines, and ensuring smooth communication between users and support teams. The position requires flexibility to work in a 24×7 shift environment.

Job Description

The Technical Support Associate will act as the first contact for users facing IT-related issues. The candidate will log tickets, perform basic troubleshooting, follow SLA guidelines, and escalate issues when required. Proper documentation and clear communication are an important part of this role.

Roles & Responsibilities

• Act as the first point of contact for technical issues raised by users
• Handle support requests via voice calls, emails, and chat
• Log all issues accurately in the ticketing system
• Perform complete Level-1 troubleshooting before escalation
• Ensure issues are resolved within defined SLA timelines
• Coordinate with Level-2 teams for complex issues
• Maintain clear and detailed documentation in ITSM tools
• Share learnings and create basic knowledge articles
• Communicate priority incidents to stakeholders on time
• Support team members and assist new joiners when required

Skills Required

• Good communication skills (voice, email, and chat)
• Basic knowledge of Windows OS, MS Office, and Office 365
• Understanding of Active Directory, Exchange, and networking basics
• Experience in desktop, laptop, printer, and remote troubleshooting
• Familiarity with ITSM tools like ServiceNow or Remedy is a plus
• Willingness to work in rotational and night shifts

Eligibility

• High School / Diploma / Graduate / IT-related education
• Freshers or candidates with service desk experience can apply
• Comfortable working with international customers

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