IT Support Engineer

What you will do

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
Perform remote troubleshooting using appropriate diagnostic techniques and effective questioning.
Identify and implement the most appropriate solution based on the reported issue and available information.
Guide users through troubleshooting and problem-resolution processes.
Escalate unresolved or complex issues to the appropriate support teams.
Provide accurate information regarding IT products, services, procedures, and policies.
Log and document incidents, service requests, troubleshooting activities, and resolutions in the ticketing system.
Follow up with users on open requests and ensure tickets are updated and resolved within agreed service levels
Communicate user feedback and suggestions to relevant internal teams.
Identify opportunities for process improvement and contribute to IT service enhancement initiatives.
Perform imaging and installation of corporate laptop devices.
Support the deployment, configuration, and replacement of corporate IT equipment.
Assist with maintaining IT asset records and ensuring devices are prepared according to corporate standards.

What skillsets you should have
Strong communication, interpersonal, and time-management skills.
Hands-on experience in desktop support and end-user troubleshooting.
Proven experience in a Helpdesk Engineer, IT Support, Desktop Support, or similar role.
Good working knowledge of Windows, macOS, and common IT peripherals.
Ability to work under pressure and prioritize tasks based on business impact and urgency.
Strong analytical, troubleshooting, and problem-solving abilities.
Eagerness to learn new technologies and continuously expand technical skills.
Ability to work independently as well as collaboratively within a global IT support environment.
Familiarity with ITIL principles and ticketing tools is an added advantage.
Diploma, B.Tech., B.E., B.Sc. in Computer Science, Electronics, Telecommunications, or a related field
BCA or equivalent qualification

Nice to have
Experience with firewalls, IP phones, NAS, and SAN technologies.
Exposure to IT security, backup solutions, and disaster recovery environments.
Basic understanding of Windows Server administration.
Exposure to virtualization technologies such as VMware and Hyper-V.
Familiarity with cloud services and modern workplace technologies.
Experience with device imaging, deployment, and endpoint management tools.

What we offer

- An encouraging, challenging work environment and opportunities for working.

- Opportunities for domain learning, career growth and international exposure.

- Competitive compensation packages including incentive payment and private medical insurance