About us 

We turn customer challenges into growth opportunities.  

Material is a global strategy partner to the world’s most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.  

We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve. 

Srijan, a Material company, is a renowned global digital engineering firm with a reputation for solving complex technology problems using their deep technology expertise and leveraging strategic partnerships with top-tier technology partners. Be a part of an Awesome Tribe

Job Description – IT Associate

Location : Gurugram

Working Mode : Hybrid

We are looking for Immediate joiner only 

Responsibilities :

o Quality Assurance: Ensuring tickets are handled promptly, accurately, and professionally

o Operational Efficiency: First point of contact to user seeking technical assistance.

o Perform remote troubleshooting through diagnostic techniques and pertinent questions.

o Actively suggest process enhancements based on day-to-day operations and test new tools to ensure they're fit for the team before a full-scale rollout.

o Install, configure, and upgrade computer systems, software, and peripheral devices.

o Determine the best solution based on the time issue and details provided by users.

o Assist with IT asset management, including inventory tracking.

o Communication: Collaborate with IT team members to escalate and resolve complex technical problems. Facilitate smooth communication within the Helpdesk team and encourage cross-team collaboration for knowledge transfer.

o Knowledge Management: Regularly contribute to and update our knowledge base. Champion its use amongst agents and liaise with IT partners to ensure its accuracy.

o Escalation Handling: Direct & escalate unresolved issues to the next level of support. Address unresolved issues by evaluating & escalating them to the appropriate Lead/managerial level (as needed), ensuring no concern goes unaddressed.

o Collaboration: Collaborate with other IT teams and leads. Regularly liaise with IT peers to stay aligned on support processes and ensure a cohesive IT support ecosystem within the organization.

Requirements :

o A bachelor’s or master’s degree in computer science, information systems, business administration or a related field, or equivalent work experience.

o Technical certification including ITIL, Cloud, MCSE or MCTS preferred.

o 2+ years' experience in IT advanced support topics – Well versed in hardware, software, network, access, and customer success.

o Experience troubleshooting Microsoft 365 and Google Workspace

o Experience troubleshooting web conferencing tools including Teams, Meet & Zoom

o Ability to troubleshoot Windows and MacOS devices

o Respond to tickets in accordance with SLA guidelines

o Record, track, and document the helpdesk request problem solving process including actions taken through to the final resolution

o Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently

o Strong interpersonal skills with a customer-first mindset

o Ability to communicate effectively in English, both verbally and in writing

o Ability to work independently and as part of a team

o Comfortable working in a fast-paced, dynamic environment

o Willingness to learn and stay current with industry trends and best practices

o A positive attitude and commitment to delivering an exceptional customer experience

o Ability to manage multiple tasks and prioritize effectively, with a strong attention to detail