It Technical Support Engineer

23 hours ago

Ambarnath Navi Mumbai Thane, India Valvoline Cummins Full time ₹ 2,00,000 - ₹ 8,00,000 per year

Job Overview:

The IT Support Engineer is the first point of contact for end-users seeking technical assistance. This role is responsible for providing basic technical support, troubleshooting common IT issues, and escalating complex problems to higher-level support teams. The Support Engineer plays a crucial role in ensuring smooth operations of the Plant IT infrastructure & Applications. This position requires excellent communication and problem-solving skills, a strong customer service orientation, and a foundational understanding of IT Infrastructure and applications concepts.

Responsibilities:

  • First Point of Contact: Serve as the initial point of contact for IT-related queries, incidents, and service requests received email, ticketing system, or in person.
  • Ticket Management Logging, categorizing, and escalating unresolved issues to higher support levels (L2/L3) teams in a timely and efficient manner, providing all relevant information gathered.
  • Production Environment: Troubleshoot and resolve complex issues related to production applications, end-user services, collaborating with application development and infrastructure teams as needed.
  • User Account Management: Perform basic user account management tasks such as password resets, unlocking accounts following established procedures.
  • Hardware and Software Inventory: Assist with maintaining an accurate inventory of IT hardware and software, Office license type.

  • Basic IT Maintenance: Perform basic IT maintenance tasks as directed, such as running updates or cleaning equipment.

  • Basic Troubleshooting: Provide first-level technical support and troubleshoot common issues related to:

  • Desktop and laptop hardware (e.g., booting issues, peripherals, basic maintenance)

  • Hardware troubleshooting
  • Call logging to OEM
  • System health checkup
  • Network connectivity (basic Wi-Fi and wired connection problems).
  • Software applications (basic usage questions, common error messages).
  • Office 365
  • Install and troubleshoot Office 365 issues

  • Account setup, password reset, and general trouble shooting

  • Printer management:

  • Troubleshoot and manage service calls for printers & copiers locally and remotely

  • Technical Skills:

  • Basic understanding of computer hardware, software, and networking concepts.

  • Understanding of Plant based applications ( SAP, QR, Barcode, Scada etc..)
  • Ensure all the Plant applications are running as per committed SLAs without any outages.
  • Diagnosing faults and investigating equipment / application breakdowns
  • Advising on equipment upgrades or replacements based on its current condition and operational requirements
  • Planning and scheduling planned and unplanned maintenance work
  • Monitoring IT inventory equipment and placing orders when necessary
  • Documenting all maintenance and repair work for record-keeping and future reference

  • Experience with ticketing systems.

  • Adherence to Policies: Follow all IT policies, procedures, and security protocols.

  • Communication: Communicate effectively with end-users regarding the status of their requests and resolutions.

  • Soft Skills:

  • Excellent communication skills (verbal and written).

  • Strong customer service orientation with a focus on empathy and patience.
  • Good problem-solving and analytical skills.
  • Ability to follow instructions and procedures.
  • Ability to work independently and as part of a team.
  • Attention to detail and accuracy.
  • Adaptability and willingness to learn new technologies.

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