Engineer I, Global Tech Support Platforms

Wayfair

2 - 3 years

4 - 5 Lacs

bengaluru

Posted:-1 days ago| Platform:

Apply

Skills Required

ticketing helpdesk wan vpn active directory lan php windows sql logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

What You ll Do

Act as the first point of contact, delivering world- class customer service, problem resolution, and technical troubleshooting via phone, tickets, and chat.
Provide technical support across multiple technologies, including Windows and Apple laptops, Google Workspace, SCCM, Active Directory, VOIP telephony, Genesys, and network- related issues (including some home networking).
Diagnose and troubleshoot hardware, software, and peripheral issues to ensure employees can work effectively.
Utilize available tools and resources to resolve end- user issues with hardware, software, and other computer- related systems.
Ensure accurate documentation in the ServiceNow ticketing system, including correct categorization, prioritization, and escalation to resolution teams when required.
Resolve common issues such as account resets, hardware failures, and preemptive troubleshooting before escalation.
Route approved hardware requests with the IT Asset Management team and assist in deployment.
Leverage tools such as Nexthink and team runbooks to provide efficient support.
Troubleshoot and resolve LAN/WAN, Ethernet, and VPN connectivity issues.
Monitor and prioritize requests through emails, calls, and alerts, ensuring service levels (SLAs) are consistently met.
Continuously seek opportunities to improve systems, processes, and service efficiency.

What You ll Need

2 3 years of experience in IT support, helpdesk, or a related technical support role.
Strong knowledge of basic computer operations (Windows/MacOS) with solid understanding of Genesys and Google Workspace technologies.
Hands- on experience with ServiceNow ticketing, Okta Administration, Nexthink, BeyondTrust, Google Admin, Glean, ServiceNow Agent Assist, and Intune.
Exposure to Jenkins, Grafana, PagerDuty, Datadog, and Azure Virtual Desktop is a plus.
Proven troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
Excellent communication skills (written and verbal), with the ability to interact with both technical and non- technical users.
Strong customer service orientation, attention to detail, and organizational skills.
Ability to work both independently and collaboratively in a team environment.
Good time management skills to meet deadlines and service commitments.
Analytical and problem- solving mindset with a desire to learn and grow in a fast- paced, evolving environment.
Positive, proactive attitude with a willingness to share knowledge and support team members.
Familiarity with scripting/automation tools (PowerShell, SQL, VBScript, PHP) is an advantage.
Reliable home internet connection and a dedicated workspace, as shifts are managed remotely.
Flexibility to work rotational shifts, including US hours, and availability to come into the office once a quarter (or more frequently, depending on shift requirements and building operations).

More Jobs at Wayfair

Software Engineer III, Global Supplier Technology

Bengaluru

3 - 5 yrs

INR 5 - 7 Lacs

Senior Software Engineering Manager, Customer Data Services

Bengaluru

3 - 5 yrs

INR 5 - 7 Lacs

Data Analyst II, SMART

Bengaluru, Karnataka, India

Experience: Not specified

Salary: Not disclosed

Software Engineer III, Security Operations Center

Bengaluru

6.0 - 11.0 yrs

INR 8 - 13 Lacs

ML Scientist

Bengaluru, Karnataka, India

3.0 - 3.0 yrs

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start PHP Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.