It Support Engineer

2 weeks ago


Mumbai, Maharashtra, India Sirius Global Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  1. Perform Root Cause Analysis (RCA).

  2. Incident reporting of technical issues.

  3. Problem Management and documentation.

  4. Coordinate/ Escalate unresolved issues with OEM/ Vendors/Technical team for in-depth analysis and problem resolution.

  5. Technical training to Support Technician on implemented solutions/ new observations.

  6. Management of technical Knowledge Database for quick resolution of known issues.

  7. Support to Senior Management Staff on IT Support.

  8. Technical support to the users via Remote Control or Phone or in-Person for known/ unknown software and hardware issues.

  9. Coordination/ Escalation (within 1 hour) with Technical Lead, Support Technician, Service providers and hardware vendors for timely resolution of cases as per specified SLAs.

  10. L2 level technical support and monitoring for other IT Infrastructure and Services like Network, Security, Data Center operations, Server administration and Endpoint Management.

  11. Other jobs falling in the ambit of IT/ IT support/ Services as assigned by Management.



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