Technical Support Associate

Location: San Ramon, CA, USA - On-site

Hiring Company Name: ACHNET Demo

Hiring Company Location: San Ramon, CA, USA

Job Type: Full-time

Experience Level: Associate - 1-3 years

Job Overview

We are seeking a motivated and skilled Technical Support Associate to join our team at ACHNET Demo, supporting Tech Mahindra in the networking domain. In this role, you will provide technical assistance to clients, troubleshoot network issues, and ensure customer satisfaction. The ideal candidate will possess a strong understanding of networking concepts, excellent problem-solving abilities, and a commitment to delivering exceptional support.

Key Responsibilities

1. Provide first-level technical support to clients via phone, email, and chat.
2. Troubleshoot and resolve network-related issues, including connectivity problems, configuration errors, and hardware malfunctions.
3. Escalate complex issues to senior support staff as needed.
4. Document all support interactions and solutions in a clear and concise manner.
5. Follow established procedures and protocols for incident management and resolution.
6. Maintain a high level of customer satisfaction through professional and courteous communication.
7. Contribute to the development of knowledge base articles and support documentation.

Educational Qualifications

1. Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
2. Associate's degree in a relevant field with equivalent experience considered.
3. Relevant certifications (e.g., CompTIA Network+, CCNA) are a plus.

Must-Have Skills

1. Strong understanding of networking concepts (TCP/IP, DNS, DHCP, routing, switching).
2. VPN knowledge, Wondows and Mac OS
3. Experience troubleshooting network connectivity issues.
4. Excellent communication and interpersonal skills.
5. Ability to work independently and as part of a team.
6. Proficiency in using help desk software and ticketing systems.

Good-to-Have Skills

1. Experience with network monitoring tools.
2. Familiarity with cloud networking technologies.

Pay Rate/Salary

Competitive salary commensurate with experience.

Number of Openings

1