Technical Support Engineer

2 weeks ago

Kochi, India HashRoot Ltd Full time

Technical Support Engineer

Job Description:

Are you passionate about providing exceptional customer service and solving technical issues? We are seeking a skilled IT Support Specialist to provide remote and onsite technical support to end users in a variety of small to medium-sized businesses. As an IT Support Specialist, you will play a crucial role in resolving technical issues reported by our clients. The ideal candidate will have a strong background in troubleshooting hardware and software problems, providing excellent customer service, and ensuring the smooth operation of IT systems.

Role: Technical Support Engineer
Experience: 1+ years
Workplace Type: Hybrid

Primary Responsibilities:
Provide the highest level of technical support to solve client technical issues.
Maintain customer loyalty through outstanding customer service.
Take ownership of issues, ensuring they are resolved efficiently.
Work both onsite and remotely to support desktops, laptops, printers, phones, servers, and network connectivity.
Open and log trouble tickets, tracking issues from identification to resolution.
Advocate for clients to better meet their technology needs.
Demonstrate a high sense of urgency and a "get-it-done" attitude.
Support customers over the phone in a remote setting and on-site at client locations.
Answer phones and emails, evaluate client requests, and respond quickly to their needs.
Troubleshoot and remediate hardware and software systems, preventing future problems.
Create detailed documentation on steps taken to identify and remediate issues.
Install, deploy, and troubleshoot primarily Windows-based computers.
Manage Windows Server environments, including installation, configuration, and maintenance.
Administer Active Directory, user management, and group policy implementation.
Ensure security and optimal performance of Windows Servers.
Implement and maintain server monitoring solutions to proactively identify and address potential issues.
Respond promptly to server alerts, ensuring minimal downtime and optimal performance.
Conduct regular server health checks and performance assessments.
Monitor network infrastructure to identify and resolve connectivity issues.
Implement network monitoring tools to track bandwidth usage, network latency, and overall network health.
Collaborate with network engineers to optimize network performance.
Develop and execute patch management strategies for servers and workstations.
Ensure timely application of security patches and updates.
Document and communicate the patching process to end-users.
Implement and manage backup solutions for data protection and quick recovery.
Regularly test backup and recovery procedures to validate effectiveness.
Define backup policies and retention periods in collaboration with stakeholders.

Overall Job Requirements:
Excellent customer service and communication skills.
Strong troubleshooting and problem-solving skills.
Working knowledge of Windows 10 and previous versions.
Experience with OSX, iOS, and Android is a plus.
Understanding of Windows machines in an Active Directory environment.
Familiarity with Microsoft Office 365 and common desktop software.
Ability to learn and troubleshoot industry line-of-business applications.
Knowledge of network fundamentals and TCP/IP.
Computer-related degree or certifications (MCITP: Desktop, A+, N+, CompTIA) are advantageous.
Ability to set priorities, solve problems, and handle multiple tasks in a fast-paced environment.
Clear documentation of work activities and accurate timekeeping.
Strong verbal and written communication skills.
Ability to work independently and as part of a team.
Managed Service Provider (MSP) experience is preferred.

Education:
Associate's degree or higher in any technology field or equivalent experience preferred (or currently pursuing your degree).

Interested candidates are requested to send an email to careers@hashroot.com with the subject line "Technical Support Engineer"

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