Engineer IT Operations

5 days ago

Ahmedabad, Gujarat, India Hitech Digital Solutions Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Provide first-level technical support for incidents and service requests through ticketing systems, phone calls, email, or chat.
  • Perform troubleshooting for operating systems (Windows, Linux, MacOS) and software applications (Outlook, MS Office, Antivirus, Autodesk, Adobe tools, etc.).
  • Handle hardware installation, configuration, and troubleshooting of devices (printers, scanners, webcams, headphones, etc.).
  • Support and troubleshoot audio/video conferencing platforms and devices.
  • Diagnose and resolve issues related to internet connectivity, network configurations, and related tools.
  • Utilize remote support tools to resolve user issues efficiently.
  • Manage customer calls and service requests, ensuring timely updates and resolution within SLA.
  • Document incidents, troubleshooting steps, and resolutions accurately in the ticketing/MIS system.
  • Escalate unresolved or critical issues to L2/L3 support teams as per defined escalation procedures.
  • Perform routine system checks, monitoring, and preventive maintenance activities.
  • Ensure compliance with IT processes, documentation standards, and security protocol

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