Information Technology Support Engineer

3 weeks ago

Chennai, India Schima Sysnet and Systems Full time

Company Description

Schima Sysnet and Systems Pvt Ltd, is a Chennai based fast growing Information Technology company focused on business empowerment with cutting-edge technology solutions.

Head-quartered in Singapore with regional presence in India, Malaysia, Myanmar, Cambodia, UAE, UK and USA, Schima Sysnet has evolved as an one stop ICT solution provider for Systems and Network support services covering Windows, Unix, Linux, Databases, SAN Storage, Network Equipment’s, IT Cyber Security, Disaster Recovery, 24/7 IT Helpdesk, Software Development, VOIP, Cloud computing, robotic automation and other managed services.


Job Title: IT Helpdesk Support Engineer


Location: Chennai


Experience: 3+ Yrs.


Mode: Full time position


Qualifications: Bachelor’s degree in computer science or related field, or equivalent experience.


Role Description

· As a Support and Helpdesk Engineer, you will be responsible for providing technical assistance and support to end-users and ensuring the smooth operation of IT systems and services.

· You will diagnose and resolve technical issues, escalate problems as necessary, and provide timely responses to user inquiries. Additionally, you will contribute to the development and maintenance of support documentation and assist in the implementation of IT projects.


Roles & Responsibilities:


  • Provide technical assistance and support to end-users via phone, email, chat, or in person.
  • Guide users through problem-solving steps and provide clear instructions to resolve technical issues.
  • Troubleshoot and resolve hardware, software, and network issues promptly and effectively.
  • Diagnose and escalate complex technical issues to appropriate teams for resolution.
  • Assist in the installation, configuration, and deployment of desktops, laptops, printers, and other IT equipment.
  • Install, configure, and maintain software applications and systems.
  • Conduct system diagnostics and performance monitoring to ensure optimal functionality.
  • Manage and prioritize incoming support requests/tickets using a helpdesk ticketing system.
  • Ensure timely resolution of support tickets while maintaining high levels of customer satisfaction.
  • Keep accurate records of support activities, including interactions, resolutions, and follow-up actions.
  • Communicate technical solutions and updates to end-users in a clear and understandable manner.
  • Identify recurring issues and collaborate with the team to implement permanent solutions.
  • Create and maintain technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
  • Conduct user training sessions and workshops to promote IT best practices and enhance end-user skills.
  • Update support documentation and training materials to reflect changes in technology and processes.
  • Assist in the administration and maintenance of IT infrastructure, including servers, networks, and security systems.
  • Perform routine system backups, upgrades, and patches to ensure system reliability and security.
  • Monitor system performance and capacity to identify and resolve issues proactively.
  • Implement and enforce IT policies, procedures, and security standards.
  • Inventory Management - update and maintain an inventory of all IT equipment and software, including all configurations, versions, and specifications.
  • Performance Monitoring - monitor and report on the performance of all IT systems.


Preferred Skills:


  • Working experience in Windows and Linux Operating system
  • Working experience in Cloud (Azure, AWS) and Office 365 Suite of products
  • Working experience in Data Loss Prevention
  • Working experience Experience Basic Security Settings review - CIS Standards
  • Working experience AD , DNS management ( AD User accounts , GPO, CNAME record)
  • Knowledge on BCP and DR

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