Key Responsibilities:
-
Respond to and resolve daily IT support tickets with a focus on timely resolution and SLA adherence.
-
Communicate estimated response times and updates to users, ensuring expectations are managed effectively.
-
Maintain a customer-centric approach in all interactions.
-
Diagnose and resolve hardware, software, and network issues, including Windows OS, Microsoft 365 (Teams, Outlook), and enterprise applications.
-
Provide support via multiple channels phone, chat, and email.
-
Assist with software installations, driver issues, and system configurations both remotely and onsite.
-
Take full ownership of user-reported issues from initiation to resolution.
-
Maintain regular communication with users regarding issue status and progress.
-
Respond to system incidents and coordinate with external vendors (e.g., Dell or Lenovo support) for swift resolution.
Key Responsibilities:
-
Respond to and resolve daily IT support tickets with a focus on timely resolution and SLA adherence.
-
Communicate estimated response times and updates to users, ensuring expectations are managed effectively.
-
Maintain a customer-centric approach in all interactions.
-
Diagnose and resolve hardware, software, and network issues, including Windows OS, Microsoft 365 (Teams, Outlook), and enterprise applications.
-
Provide support via multiple channels phone, chat, and email.
-
Assist with software installations, driver issues, and system configurations both remotely and onsite.
-
Take full ownership of user-reported issues from initiation to resolution.
-
Maintain regular communication with users regarding issue status and progress.
-
Respond to system incidents and coordinate with external vendors (e.g., Dell or Lenovo support) for swift resolution.
Skills and Qualifications:
-
Bachelors degree in Computer Science, Information Technology, or a related field; equivalent work experience considered.
-
3 to 5 years of proven experience
as a System Administrator or in a similar role. -
Proficient in supporting
MS technologies, including Windows 11 OS, Active Directory, Entra ID/Microsoft 365, Intune
-
Basic knowledge on networking (DNS, DHCP, IP)
-
Knowledge of hardware troubleshooting on Laptop and desktops (Windows and MAC)
-
Familiarity with monitoring and understanding of
ticketing tools and ITSM processes
. -
Familiarity with
remote desktop applications and help desk software
. -
Ability to provide step-by-step technical help, both written and verbal.
-
Ability to diagnose and
resolve IT infrastructure issues
effectively. -
Strong
analytical and problem-solving
skills with excellent multitasking abilities. -
Proficiency in
office applications, including MS Excel and Word
. -
Excellent written and verbal
communication skills
, including the ability to convey technical concepts to non-technical users. -
Relevant
certifications such as MS Certified, ITIL
are advantageous. -
Occasional after-hours support may be required to address critical incidents or system updates.
Skills and Qualifications:
-
Bachelors degree in Computer Science, Information Technology, or a related field; equivalent work experience considered.
-
3 to 5 years of proven experience
as a System Administrator or in a similar role. -
Proficient in supporting
MS technologies, including Windows 11 OS, Active Directory, Entra ID/Microsoft 365, Intune
-
Basic knowledge on networking (DNS, DHCP, IP)
-
Knowledge of hardware troubleshooting on Laptop and desktops (Windows and MAC)
-
Familiarity with monitoring and understanding of
ticketing tools and ITSM processes
. -
Familiarity with
remote desktop applications and help desk software
. -
Ability to provide step-by-step technical help, both written and verbal.
-
Ability to diagnose and
resolve IT infrastructure issues
effectively. -
Strong
analytical and problem-solving
skills with excellent multitasking abilities. -
Proficiency in
office applications, including MS Excel and Word
. -
Excellent written and verbal
communication skills
, including the ability to convey technical concepts to non-technical users. -
Relevant
certifications such as MS Certified, ITIL
are advantageous. -
Occasional after-hours support may be required to address critical incidents or system updates.
-
We are seeking a proactive and customer-focused IT Support Engineer to manage and resolve daily technical issues, ensuring seamless IT operations across the organization. This role demands strong troubleshooting skills, effective communication, and a commitment to service excellence. Additionally, you will also be given opportunity to own a few technical areas end-to-end based on your interest area and company s requirements.
