Technical Support Engineer

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)

Troubleshootsystem 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).