Technical Support Engineer

1 week ago

Hyderabad, Telangana, India a20eeff0-1afd-4641-89be-c26d3ba8b537 Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Role: Technical Support Engineer / IT Helpdesk

Location: Hyderabad

Experience: 1-3 Years

Responsibilities:

  • Provide white-glove technical support to our user base via phone, email, and remote login
  • Support workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
  • Proactively and consistently communicate with colleagues
  • Accurately and promptly record all time in our ticketing system
  • Proactively manage ticket queue
  • Ensure all ticket notes and statuses are up to date
  • Troubleshoot User issues and document all steps up through resolution
  • Effectively multi-task to manage workload
  • Collaborate on improvement of operational effectiveness
  • Document, take ownership of, and escalate issues
  • Meet individual and team KPI targets
  • Maintain flexibility with respect to work schedule and responsibilities
  • Skills:
  • Excellent customer service skills.
  • Ability to demonstrate empathy towards End Users and colleagues.
  • Prompt answering of emails, phone calls, and other communications.
  • Assessment and prioritization of work in a fast-paced environment.
  • Functioning at a high level under time constraints and pressure.
  • Self-motivated, detail-oriented, and organized.
  • Effective communication, interpersonal, organizational, and presentation skills, oral and written.
  • Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
  • Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
  • Highly developed and process-oriented problem-solving skills.
  • Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
  • Continued proactive development of O365.
  • Management of a multi-tenant environment.
  • In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
  • Management of Active Directory accounts, groups, and permissions.
  • Duo Security and other MFA applications.
  • Microsoft Exchange Administration.
  • Troubleshooting Win 10, 11 operating systems
  • Management of Azure Active Directory.
  • Management of O365 Admin Portal.
  • Management of MDM technologies (e.g., Intune).
  • Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
  • Virtual server administration (e.g., VMware vSphere):
  • Resource (e.g., RAM, virtual drives, and CPU) management
  • GPO management
  • Troubleshooting of server performance issues
  • Server roles management
  • Troubleshooting of DNS, DHCP, and TCP/IP issues.
  • Print queue installation, configuration, and management.

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