Eligibility Criteria:

Education: BE/BTech/MCA degree or above in Computer Science/IT

Job Location: Bangalore (Hybrid Remote) 

Experience: 0 - 2 Years

Skills: Network protocols, SQL

Stipend: Up to ₹5 LPA – ₹8 LPA (As per Glassdoor).

Job Responsibilities of Associate Technical Support I Job Opening at Anthology:

First-Level Support

• Providing initial support for application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team
• Troubleshooting and resolving common technical problems related to operating systems, networks, and applications
• Communicating with clients via email, chat, and phone to provide updates and resolve issues

Root Cause Analysis & Knowledge Base

• Documenting Root Cause Analyses (RCA) for recurring incidents and creating knowledge base articles to share solutions with internal teams and clients
• Continuously improving knowledge base content and contributing to the creation of documentation to address common issues

Customer Communication

• Effectively communicating with customers, ensuring clear updates and timely resolutions for reported issues
• Act as a liaison between technical teams and customers to ensure a smooth support experience

On-Call & Shift Work

• Participating in on-call support on a weekend rotational basis, ensuring systems remain operational during off-hours
• Willingness to work in a rotational shift, providing flexibility for 24/7 support coverage.

Problem-Solving & Troubleshooting

• Demonstrating strong analytical and problem-solving skills, identifying the root causes of issues and providing effective solutions
• Proactively monitor systems and escalate issues when necessary to minimize downtime

Collaboration & Teamwork

• Collaborating with cross-functional teams (e.g., infrastructure, application development, and support) to resolve issues
• Maintaining effective communication with internal and external teams, ensuring smooth handoffs and resolution of issues

Required qualifications, capabilities, and skills:

• 0-2 years of experience in IT support, system administration, or a related field
• Familiarity with ticketing systems such as ADO & Salesforce
• Proficiency in Windows or Linux operating systems
• Basic understanding of network protocols (TCP/IP, DNS, DHCP)
• Experience in web server management and associated troubleshooting
• Basic knowledge of SQL (writing basic queries)
• PowerShell scripting skills for automation and troubleshooting
• Familiarity with Microsoft Azure or Amazon Web Services (AWS) cloud platforms
• Excellent communication and collaboration skills, with the ability to work effectively with clients and internal teams
• Strong problem-solving and analytical skills to troubleshoot and resolve issues quickly
• Ability to handle multiple tasks in a fast-paced, dynamic environment
• Strong attention to detail and commitment to high-quality service delivery
• Fluency in written and spoken English

Preferred skills/qualifications:

• Understanding of virtualization technologies (e.g., VMware, Docker)
• Knowledge of CI/CD pipelines and automation tools
• Familiarity with ITIL processes or frameworks

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