L2 Technical Supprt Engineer

4 weeks ago


Bengaluru, India Whizz HR Full time

Job Description :


- Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues


- Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment, using SCCM and JAMF.

- Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.

- Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.

- Provide timely resolutions for hardware and software issues, ensuring user satisfaction.

- Properly escalate unresolved issues to appropriate internal teams (e.g.software developers)


- Provide prompt and accurate feedback to customers


- Refer to internal knowledge bases or external resources to provide accurate tech solutions


- Ensure all issues are properly logged


- Prioritize and manage several open issues at one time


- Follow up with clients to ensure their IT systems are fully functional after troubleshooting


- Prepare accurate and timely reports


- Document technical knowledge in the form of KB Articles


- Maintain good relationships with clients


Technical Experience:


- Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs.

- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role


- Hands-on experience with Windows/Linux/Mac OS environments


- Good understanding of computer systems, mobile devices and other tech products


- Excellent problem-solving and communication skills


- Ability to provide step-by-step technical help, both written and verbal


- Familiarity with ITSM tools like ServiceNow, JIRA for ticket management.

Professional Attributes:


- Excellent customer service skills and the ability to communicate effectively with non-technical users.

- Self-starter with the ability to work independently and efficiently.

- Physical ability to manage IT equipment installations and movements.

- Adaptable and flexible to meet varying work schedules and environment.

Educational Qualifications: Bachelor's/Master's

(ref:hirist.tech)

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