L2 Field Support Engineer

4 weeks ago

bangalore, India IBU Consulting Full time

About the job :

Responsibilities :

- 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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