Emeritus Looking for IT Associate at Mumbai, Maharashtra, India Full Time

About us- Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80 countries. Founded in 2015, Emeritus, part of the Eruditus Group has more than 1,400 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai.

Key Responsibilities:

• Provide tier 1-2 technical support in a global 24*7 environment
• Supporting Office365 & Gmail email solutions
• Manage endpoints via Desktop Central, push OS patches & policy rollouts
• To support Windows & MAC operating systems
• To do user administration on ERP system
• Address user tickets regarding hardware, software, and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with the users to ensure their systems are functional.
• Report customer feedback and potential product/requirement requests
• Help create technical documentation and manuals
• Zoom & WebEx administration & troubleshooting is an added advantage

Necessary Skills and Experience :

• Proven work experience of 3 – 4 years as a Technical Support Engineer
• Strong communication skills (spoken English)
• Should be comfortable in working shifts & should have supported Global Customers (the US, LATAM, etc.)