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IT Support Engineer
3 weeks ago
Role : IT Support Engineer
Job description :
- The candidate needs to provide comprehensive technical support to CloudKaptan employees.
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system, all in a timely manner, in accordance with team standards.
- Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing proposed fixes, and follow-up to ensure the problem has been resolved.
- Maintaining Asset Inventory according to company policies.
- Coordinate with Sales and Procurement Partner ensuring timely delivery of new resources.
- Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
- Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Assists with activities to triage and escalate any system or network outage to reduce downtime.
- Installing and configuring user laptops/desktops/mobile devices
- Responding to L1/L2 IT support requests
- Interact with users to diagnose software, networking, or hardware issues
- Providing technical support on-site or via remote-access systems. Conduct screenshare sessions if required
- Repairing hardware malfunctions, software issues, and networking problems
- Properly escalate unresolved issues to engineering team
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Will be required to participate in 24x7 on-call rotation
- End user education on newer tools and systems being implemented
- On boarding and off boarding activities related to IT.
- L1/L2 knowledge in networking-
- Basic networking knowledge about TCP/IP, LAN, WAN, routers, access points & switches
- Collaborating with the IT department on the deployment and maintenance of network technologies.
Installing, configuring, and updating network software as well as maintaining hardware and network devices.
Candidate's Basic Qualification :
- Bachelor's degree in Computer science or IT-related field.
- Must have knowledge of Mac OS and Microsoft Windows 10.
- Strong verbal and written skills and proven ability to communicate with technical and non-technical staff.
- Display a commitment to quality and strong multi-tasking skills.
- Adherence to shift schedules and timeliness are key requirements
Candidate's Preferred Qualification :
- Advanced MacOS systems administration skills.
- Strong troubleshooting skills in very complex systems.
- Experience with MDM tools like In Tune, Jamf, ManageEngine, Munki, etc
- Ability to explain complex IT concepts in simple term
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