IT Technical Support Specialist

Job Description

Job Description: IT Technical Support Specialist

Company: OURS GLOBAL
Job Location: Bangalore
Experience: 1–2 years
Salary: As per industry standards
Qualification: Any graduate, any specialization
Job Type: Not specified

About the Company

OURS GLOBAL is a global outsourcing service provider offering 24/7 IT support services. The company provides proactive monitoring, troubleshooting, and customized IT solutions to help businesses maintain operational continuity, minimize downtime, and optimize IT infrastructure.

Job Overview

OURS GLOBAL is hiring an IT Technical Support Specialist to provide technical assistance to end users through phone and chat support. The ideal candidate should have experience in desktop troubleshooting, software installation, user account management, and basic networking, along with strong communication and customer service skills.

Key Responsibilities

1. Desktop Support

Troubleshoot and resolve hardware and software issues involving desktops, laptops, and peripheral devices.

Perform routine system maintenance to ensure optimal performance and reliability.

Diagnose and resolve common operating system and application issues.

2. Software Installation and Configuration

Install, configure, and update operating systems, software, and applications according to organizational standards.

Troubleshoot software compatibility issues.

Ensure software installations comply with organizational requirements.

3. User Account Management

Create, update, and manage user accounts and access permissions.

Assist users with password resets and account recovery.

Support routine account access and permission-related requests.

4. Call and Chat Support

Provide real-time technical support through phone calls and live chat.

Manage multiple chat sessions while maintaining service quality.

Document user concerns and troubleshooting steps during support interactions.

Ensure timely and professional responses to user queries.

5. Technical Assistance

Explain technical solutions clearly to users with varying levels of technical knowledge.

Guide users through basic troubleshooting procedures.

Help prevent recurring issues by providing appropriate technical guidance.

6. Documentation and Escalation

Record user interactions, reported issues, troubleshooting steps, and resolutions in the ticketing system.

Escalate complex or unresolved technical issues to senior support teams.

Maintain accurate support records and follow established procedures.

Required Skills and Qualifications

Any graduate, regardless of specialization.

1–2 years of experience in IT technical support or a related role.

Knowledge of desktop hardware, Windows and macOS operating systems, and common software applications.

Experience providing technical support through calls and chat.

Ability to manage multiple support channels simultaneously.

Basic understanding of networking concepts, including Wi-Fi, LAN, and VPN.

Familiarity with remote troubleshooting tools.

Language Requirements

Fluency in one or more of the following languages is required:

English

Spanish

French

Chinese

German

Italian

Czech

Portuguese

Preferred Skills

Familiarity with ticketing systems such as ServiceNow or Zendesk.

Experience with live chat platforms and remote support tools.

Basic knowledge of IT security best practices.

Key Competencies

Strong verbal and written communication skills.

Customer-focused approach and professional attitude.

Patience when handling user concerns.

Analytical thinking and problem-solving ability.

Effective prioritization and time management.

Adaptability in a fast-paced, multicultural work environment.

How to Apply

Interested candidates who meet the requirements can submit their resumes through the following channel:

Email: careers@oursglobal.com