Support Engineer (Tier 1)

If you are a smart & passionate team player - then this Support Engineer (Tier 1) opportunity is for you!

We at IMRIEL (An Allata Company) have managed to cultivate awesome group of developers & advance technologies. If you truly love gaining new technical knowledge and can add more awesomeness to the team, you are eligible!

Experience: 2 to 5 years.

Location: Vadodara

What you'll be doing:

• Work on the helpdesk, using any tools and technologies.
• Work along with a group of passionate problem solvers.
• Observe existing patterns and recognize ways to change them and improve the process & methodologies.
• Capture details of all support tickets, problem solve, and learn new technologies.
• Working in shifts to support managed services helpdesk.
• Focus on the quality of the delivery.

What you need:

Basic Skills:

• Previous work experience as a technical support engineer or desktop support engineer or equivalent.
• In-depth knowledge of working with any helpdesk system e.g. Zendesk, ServiceNow, JIRA Service Desk, etc.
• Knowledge of operating systems, web/mobile application etc.
• Knowledge of remote access systems such as Any Desk, TeamViewer, Microsoft Teams, Zoom, etc.
• Strong problem solving skills and a knack for troubleshooting.
• An ability to perform well in a fast-paced environment.
• Excellent analytical and multitasking skills.
• Good interpersonal skills.
• Excellent communications skills in English and the ability to interact effectively with technical personnel.
• Critical thinker who thrives under pressure. Able to manage your time efficiently.
• Attention to detail, highly organized, with an absolute focus on quality of result.

Responsibilities:

• Responding to technical support tickets.
• Contacting clients/users to find out the nature of the technical issue.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Proposing simple and effective solutions where required.
• Linking to clients' computers via remote access if required.
• Provide prompt and accurate feedback to customers or users.
• Ensure proper recording and closure of all issues.
• Use tools and troubleshooting techniques and exercise good judgment in decisionmaking in order to routinely deliver exceptional customer support and overall experience at all times.
• Take ownership of customer/users issues reported, see problems through to resolution and escalate irregular events to Technical Engineers or Developers
• Understand the SLA and work according to the priority.
• Maintaining good client/user relations.
• Educate and assist other departments regarding systems, tools, processes, and customers requests resolution.
• Create documentation in the form of knowledge base tech notes and articles.
• Stay up-to-date on emerging technologies.

Good to know:

• Knowledge of various Operation Systems & Network services.
• In depth-knowledge of Web/Mobile applications and Web services.
• Knowledge of any Automation tool.
• Knowledge of Cloud technologies.

Personal Attributes:

• A passion for continuous improvement in both technology and process
• Strong interpersonal, problem solving, and organizational skillRole & responsibilities