Provides L1 technical support through phone, email, WhatsApp, and ticketing systems. Troubleshoots desktop, operating system, software, email, cloud, network, firewall, Active Directory, and basic server issues. Manages tickets, user accounts, mailboxes, permissions, and password resets; escalates complex issues to senior engineers. Supports Microsoft 365, Google Workspace, Zoho Mail, networking, and infrastructure environments while meeting SLA requirements and providing rotational 24/7 support.
About ZM Technologies
1. Helpdesk & End-User Support
RequirementsMandatory Certification / Technical Qualification
Experience: 1–3 Year
Education: Diploma/B.E./B.Tech/B.Sc./BCA/MCA or equivalent qualification in IT, Computer Science, Networking, or a related field.
BenefitsExposure to real-world IT infrastructure and managed services environments.
Opportunity to work with multiple technologies and enterprise clients.
Hands-on experience in networking, cloud, servers, virtualization, and cybersecurity.
Learning and growth opportunities within the technical support team.
Opportunity to develop a career in IT Infrastructure and Managed Services.
ZM Technologies is a Managed IT Services and IT Infrastructure solutions provider established in 2012. We provide IT infrastructure management, networking, cybersecurity, cloud, backup, and technical support services to clients across various industries.
We are looking for a Technical Support Executive to join our technical support team. The candidate will be responsible for providing L1 technical support to clients through phone, email, WhatsApp, and ticketing systems.
The role involves troubleshooting desktop, operating system, network, email, cloud, and basic infrastructure-related issues. The candidate will also coordinate with senior engineers for complex technical issues and ensure timely resolution as per defined SLA requirements.
1. Helpdesk & End-User Support
- Handle client support requests through phone, email, WhatsApp, and ticketing systems.
- Log, prioritize, assign, and track support tickets until resolution.
- Provide L1 support for desktops, laptops, printers, operating systems, and applications.
- Troubleshoot Windows/Linux OS and common software-related issues.
- Perform remote and on-site troubleshooting at client locations when required.
- Escalate complex issues to L2/L3 engineers or the respective technical team.
- Create and manage user accounts, password resets, and mailboxes.
- Provide basic support for Microsoft 365, Google Workspace, and Zoho Mail.
- Troubleshoot basic email delivery, configuration, and synchronization issues.
- Provide basic support for DNS and domain-related issues.
- Assist senior engineers with email migration and related activities.
- Troubleshoot basic LAN, WAN, Wi-Fi, VPN, and Internet connectivity issues.
- Perform basic network connectivity checks and troubleshooting.
- Assist with basic firewall configuration and troubleshooting under senior engineer guidance.
- Exposure to Fortinet, Sophos, or Cisco technologies will be an advantage.
- Escalate complex network and firewall issues to senior technical engineers.
- Perform basic user and computer administration in Active Directory.
- Assist with user creation, password resets, permissions, and group management.
- Provide basic troubleshooting for Windows Server environments.
- Assist senior engineers with server-related troubleshooting and maintenance activities.
RequirementsMandatory Certification / Technical Qualification
Candidates must have at least one relevant global/industry-recognized certification or equivalent technical knowledge in any of the following areas:
- CCNA/
- MCSA / Microsoft-related certification
- Cloud – Microsoft Azure or equivalent
- Active Directory / Windows Server
- VMware / Hyper-V
- Other relevant infrastructure or networking certifications
- Basic knowledge of IT infrastructure and technical support.
- Good understanding of Windows operating systems.
- Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, LAN, WAN, VPN, and Wi-Fi.
- Basic understanding of Active Directory.
- Basic troubleshooting knowledge of hardware and software.
- Good communication and client-handling skills.
- Ability to diagnose issues systematically and follow troubleshooting procedures.
- Willingness to learn new technologies and work in a fast-paced support environment.
- Ability to work in rotational shifts and provide 24×7 support when scheduled.
- Willingness to travel to client locations across Pune and India as required.
Benefits
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