Technical Support Engineer

3 weeks ago

Bengaluru, India Pretium Full time

Overview:


We're in search of a seasoned and customer focused Technical Support Engineer to bolster our team. The ideal candidate will excel in providing technical aid and guidance to our internal users concerning hardware, software, and other computer systems. This role entails troubleshooting issues, executing repairs, and implementing solutions to uphold seamless operations across all desktop systems.


Primary Responsibilities:


  • Possessing 7+ years of expertise as a Help Desk Engineer / Technical Support Engineer.
  • Acting as the primary point of contact for customers seeking technical assistance via Phone, Self-Service tickets, or Chat.
  • Exemplary written and verbal communication skills.
  • Demonstrating adept soft skills, active listening capabilities, and the ability to empathize with customer situations.
  • Efficiently managing call duration, handle time, and post-call work.
  • Guiding customers through the problem-solving process.
  • Evaluating the best solution based on customer-provided issue details.


Proficient troubleshooting abilities encompassing:


  • Assisting users with password resets and account unlocks for reported incidents and requests.
  • Conducting remote troubleshooting through diagnostic techniques and relevant inquiries.
  • Addressing system boot issues and Microsoft Office-related concerns.
  • Providing connectivity support for home users, including network broadband, Virtual Technologies, and VPN.
  • Extending support for technologies like MFA, Zscaler.
  • Providing support for Apple and Android devices over the phone.
  • Utilizing specific tools to diagnose issues and make resolution recommendations.
  • Supporting hardware collection from terminated employees.
  • Installing and configuring laptops for new hires and managing asset inventory.
  • Delivering support for MacOS devices.
  • Crafting and updating Knowledge Base articles for infrastructure support.
  • Hands-on experience with ITSM tools.


External Skills And Expertise

Certification Requirement:


ITIL Foundation, MCSA – Microsoft Certified System Administrator


Technical Skill Set:


Networking: Proficiency in Windows Networking (TCP/IP, DHCP, DNS, VPN, etc.)

Azure AD / Active Directory Skills: User management, Security Groups, Permissions, Access Rights

O365: Distribution lists, Shared Mailbox, User Mailbox, Message Trace,

Collaboration Tools: Microsoft Teams, Zoom troubleshooting.

End Point Management: Intune Basic troubleshooting, Windows Autopilot troubleshooting.

Operating Systems: Windows 10, Windows 11 (Knowledge of Mac OS is advantageous)

Office Suite: MS Office, M365

Browsers: Edge, Chrome, Safari

Printer: Adding printers, Troubleshooting.

Video Conference Rooms: Supporting Video calls, VC setup, MS Teams Room.

SSO: Okta, Microsoft

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