Associate Technical Support I – Global Support Team | Anthology

About the Role

We are looking for a highly motivated Associate Technical Support I to join our Global Support team. This role is ideal for fresh graduates or early-career IT professionals who want to build their skills in application support, infrastructure troubleshooting, and customer communication. As a first-level support specialist, you will ensure smooth operations of critical business systems, provide technical assistance, and contribute to knowledge-sharing within the team.

This position offers excellent opportunities to develop technical expertise, grow within a global team, and gain exposure to cloud platforms, scripting, and automation tools.

Job Description :-

Key Responsibilities

First-Level Technical Support

• Provide initial support for application and infrastructure issues, ensuring quick resolution or escalation.
• Troubleshoot common technical problems related to operating systems, networks, and applications.
• Assist clients through email, chat, and phone, ensuring timely updates and resolution.

Root Cause Analysis & Knowledge Sharing

• Document Root Cause Analyses (RCA) for recurring incidents.
• Create and maintain knowledge base articles to assist both internal teams and clients.
• Continuously improve documentation to streamline support processes.

Customer Communication & Escalation

• Deliver clear, proactive updates to customers throughout the issue resolution process.
• Act as a liaison between technical teams and customers, ensuring smooth collaboration.

On-Call & Shift Coverage

• Participate in on-call rotations, including weekends, to ensure 24/7 system availability.
• Work in rotational shifts, offering flexibility to meet global support needs.

Problem-Solving & Troubleshooting

• Apply strong analytical skills to identify root causes and implement effective solutions.
• Proactively monitor systems and escalate critical issues to minimize downtime.

Collaboration & Teamwork

• Work closely with cross-functional teams (infrastructure, application development, and support).
• Ensure smooth handoffs across shifts and effective collaboration within the team.

Candidate Profile

Required Skills & Qualifications

• 0–2 years of experience in IT support, system administration, or related fields.
• Familiarity with ticketing systems such as ADO and Salesforce.
• Proficiency in Windows or Linux operating systems.
• Basic knowledge of network protocols (TCP/IP, DNS, DHCP).
• Experience with web server management and troubleshooting.
• Basic SQL skills (writing queries).
• PowerShell scripting for automation and troubleshooting.
• Familiarity with cloud platforms such as Microsoft Azure or AWS.
• Strong communication, collaboration, and problem-solving skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Fluency in written and spoken English.

Preferred Skills & Qualifications

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

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Why Join Us?

• Be part of a global support team ensuring seamless IT operations.
• Gain hands-on experience across systems, networks, cloud, and automation.
• Grow in a collaborative, supportive, and learning-focused environment.
• Opportunity to build a strong career path in IT support and infrastructure.

📍 Location: Global Team Support (Shift-based role)
👩‍💻 Experience Level: Entry Level (0–2 years)