IT Support Engineer

The responsibilities for this position include monitoring the customer IT infrastructure using Webkorps provided monitoring tools, responding to customer calls and opening support tickets, addressing monitoring alerts, assisting with service and incident support tickets, contacting customers to understand the nature of the problem, categorizing and setting priorities for support tickets, providing technical support via remote access following the 1st call resolution process, troubleshooting hardware and software issues based on defined SOP, demonstrating a good understanding of Windows & Linux OS, AD/DHCP/DNS, Azure/AWS IaaS, O365, Google Workspace, and network infrastructure. Additionally, the role involves supporting O365/Google email infrastructure, computer software, troubleshooting network devices and connection issues up to Level 1, handling Level 1 issues and following the escalation matrix, logging calls into Webkorps provided ITSM based ticketing systems, adhering to ITSM processes, following up on open tickets, updating completed support tasks on ticket worklogs and reports, maintaining positive client relations, and tracking and managing work records. This is a full-time position with day shift workdays scheduled from Monday to Friday. The ideal candidate should have at least 1 year of experience in IT Help Desk. The work location for this position is in Indore, Madhya Pradesh, and requires in-person presence.,