Technical Support Engineer
5 days ago
Technical Support EngineerExperience:
3+ yearsLocation:
Hyderabad/Vizag
Role Overview:The Technical Support Engineer provides support to clients end users in an Information Technology helpDesk capacity. The role involves working on desktop-related problems including hardware, operatingsystem, applications and/or network configuration. The role requires strong communication andanalytical skills to assist the Company’s Service Desk clients.
Roles & Responsibilities:• Answer incoming calls from end user, create a ticket in ITSM applications and Triage the Issuereported (or) Work on the requested service• Triage Simple to Intermediate complexity hardware faults and software defects• Work on Service Requests related to End-user configuration requests• Proactively assign email tickets and make outbound calls to end customers on their ServiceRequests• Work with end users on issues related to Windows Application & Software• Troubleshooting hardware and computer peripherals such as printers and fax machines• Perform password resets and provides required access to end users• Diagnose and Isolate problems based on the nature of the Issue and raise Service request withvendors as needed• Provide Complete management of Service Request from Case creation to Resolution• Suggest improvements to process and workflow in the support center• Identify problems related to chronic cases and work with Senior Engineering resources toidentify the root cause• Support multiple different customer’s environments and ticketing systems.
Technical Skillset Requirements:• Knowledge of OSI reference model and Protocols• Understanding of a Domain/corporate IT environment including PC & Laptop setup• Provide technical support on Windows OS and MACOS platform• Troubleshoot system specific issues related to PC & Laptop• Working knowledge of Windows Active Directory and ability to add, remove users andperform password resets• Work on issues related to DNS and ability to isolate Network issues with Service Provider• Troubleshoot issues related to Microsoft Applications (Outlook, O365, OneDrive, Teams)• Troubleshoot system specific issues around peripherals - Printer, Fax and peripherals• Knowledge of DHCP and troubleshoot issues related to Network• Configuration and troubleshooting skills related to Microsoft Applications (Outlook, O365,OneDrive, Teams)• Experience with Intel Endpoint Management Assistant, Microsoft Office 365 Admin CenterManagement, Mobile Device Management (MDM), Intune and BitLocker.
Role Qualifications and Requirements:• The following are minimum qualifications and requirements required for this role.• Able to work independently with limited supervision and be successful in a teamenvironment.• 2-3 years of relevant work experience.• Understanding of Operating systems and Desktop hardware.• Ability and desire to quickly learn new technologies and concepts.• Strong Oral and Written communication skills.• Strong Interpersonal & Analytical skills.• Adherence to QA Program.• Ability to work well in a team environment.• Work a flexible work schedule including nights and weekend shifts (24/7)
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