IT Support Engineer

1 week ago

Navi Mumbai, Maharashtra, India Arting Digital Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Posting title :
IT Support Engineer

Experience :
5+ Years

Location :
Mumbai

Work mode :
On-site

Primary skills :
IT support, IT operations, troubleshooting, Client Management, Network Security

Qualification :
Any Technical Degree

Roles & Responsibilities

  • Serve as the first point of contact for IT escalations via phone, email, and chat.
  • Provide remote troubleshooting for user, software, and network issues.
  • Manage tickets with accurate documentation and escalate complex issues to L3 teams.
  • Collaborate with local vendors and the India IT team for problem resolution and system upgrades.
  • Perform root cause analysis for recurring issues and implement preventive measures.
  • Support deployments, upgrades, rollouts, and maintenance activities as per India IT guidelines.
  • Deliver basic user training and security awareness sessions.

Scope Of Devices & Systems Supported

  • End-User Devices: Laptops, desktops, printers, scanners, USB peripherals, and mobile devices.
  • Applications & Systems: Windows OS, MS Office, Outlook, SAP, VPN clients, Active Directory (account unlocks, password resets, group policies).
  • Networking & Connectivity: LAN/Wi-Fi troubleshooting, VPN, firewall/proxy issues, remote access tools (RDP, Citrix).
  • Security Tools: Endpoint protection, antivirus, MFA authentication apps.
  • Collaboration Tools: MS Teams, Zoom, WebEx, and other communication platforms.
  • Vendor-Coordinated Infrastructure: Switches, routers, firewalls, shared office equipment (copiers, access systems).

Skills & Qualifications

  • Bachelors degree/diploma in Technology, Science, or related field.
  • Strong communication, problem-solving, and customer service skills.
  • Experience with IT ticketing systems and remote support tools.
  • Knowledge of Windows OS, MS Office, VPN, AD, Outlook, SAP, and network troubleshooting.
  • Relevant certifications (Microsoft, ITIL, Networking, Security) preferred.
  • Experience in a BPO or IT vendor environment in India will be preferred.
  • Previous experience supporting international clients, particularly those in different time zones.

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