Technical Support Engineer - ITSM (3-6 yrs)

Role : Technical Support Engineer.

Experience : 3+ years.

Location : Hyderabad/Vizag.

Role Overview :

- The Technical Support Engineer provides support to clients end users in an Information Technology help Desk capacity.

- The role involves working on desktop-related problems including hardware, operating system, applications and/or network configuration.

- The role requires strong communication and analytical skills to assist the Company's Service Desk clients.

Roles & Responsibilities :

- Answer incoming calls from end user, create a ticket in ITSM applications and Triage the Issue reported (or) Work on the requested service.

- Triage Simple to Intermediate complexity hardware faults and software defects.

- Work on Service Requests related to End-user configuration requests.

- Proactively assign email tickets and make outbound calls to end customers on their Service Requests.

- Work with end users on issues related to Windows Application & Software.

- Troubleshooting hardware and computer peripherals such as printers and fax machines.

- Perform password resets and provides required access to end users.

- Diagnose and Isolate problems based on the nature of the Issue and raise Service request with vendors as needed.

- Provide Complete management of Service Request from Case creation to Resolution Suggest improvements to process and workflow in the support center.

- Identify problems related to chronic cases and work with Senior Engineering resources to identify the root cause.

- Support multiple different customer's environments and ticketing systems.

Technical Skillset Requirements : .

- Knowledge of OSI reference model and Protocols.

- Understanding of a Domain/corporate IT environment including PC & Laptop setup.

- Provide technical support on Windows OS and MACOS platform.

- Troubleshoot system specific issues related to PC & Laptop.

- Working knowledge of Windows Active Directory and ability to add, remove users and perform password resets.

- Work on issues related to DNS and ability to isolate Network issues with Service Provider.

- Troubleshoot issues related to Microsoft Applications (Outlook, O365, OneDrive, Teams).

- Troubleshoot system specific issues around peripherals Printer, Fax and peripherals.

- Knowledge of DHCP and troubleshoot issues related to Network.

- Configuration and troubleshooting skills related to Microsoft Applications (Outlook, O365, OneDrive, Teams).

- Experience with Intel Endpoint Management Assistant, Microsoft Office 365 Admin Center Management, Mobile Device Management (MDM), Intune and BitLocker.

Role Qualifications and Requirements :

The following are minimum qualifications and requirements required for this role :

- Able to work independently with limited supervision and be successful in a team environment.

- 2-3 years of relevant work experience.

- Understanding of Operating systems and Desktop hardware.

- Ability and desire to quickly learn new technologies and concepts.

- Strong Oral and Written communication skills.

- Strong Interpersonal & Analytical skills.

- Adherence to QA Program.

- Ability to work well in a team environment.

- Work a flexible work schedule including nights and weekend shifts (24/7).