Support Engineer

Infinite Computer Solutions Ltd.

3 - 5 years

3 - 7 Lacs

visakhapatnam

Posted:4 hours ago| Platform: GlassDoor logo

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Skills Required

support service chat software network development maintenance compliance training networking communication troubleshooting itil servicenow jira technology certification

Work Mode

On-site

Job Type

Part Time

Job Description

Position: Technical Support Analyst
Experience: 3-5 years Location: Vizag / Bangalore Job Type: Full time 27/7 Support Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers' success and satisfaction while guiding and inspiring your team to deliver exceptional service. Responsibilities:

Provide first-line support for technical issues via phone, email, and chat and understand their concerns and provide prompt and accurate solutions
Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.
Document incidents and service requests in the ticketing system, ensuring accurate information is captured.
Log, categorize, prioritize, and track technical support issues using an ITSM tool
Escalate complex issues to senior team members or other IT departments as necessary.
Assist in the development and maintenance of knowledge base articles.
Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services
Participate in team meetings and contribute to process improvement initiatives.
Mentor junior staff and assist in training new team members.
Experience with Active Directory and user account management.
Basic knowledge of networking concepts and troubleshooting.
Basic knowledge on Windows 10 / 11.
Knowledge of MS Office troubleshooting.
Excellent Communication Skills is a must

Skills: Windows Desktop Support, Service Desk, Wired & Wireless, Troubleshooting, Mac Support, Active Directory, Networking, Windows 10/11, MS Office support and troubleshooting, Excellent communication skills, ITSM Tools, ITIL, ServiceNow, JIRA Qualifications:

Any Graduate. Bachelor's degree in computer science, Information Technology, or related field, or equivalent experience.
3-5 years of experience in voice technical support role, preferably in a service desk environment.
Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
Familiarity with ITIL best practices and ticketing systems (e.g., ServiceNow, JIRA).
Excellent problem-solving skills and customer service orientation.
Strong communication skills, both verbal and written.
Windows/Network/ITIL Certification preferred

Qualifications

Graduation

Range of Year Experience-Min Year

Range of Year Experience-Max Year

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Support Engineer