Technical Support Engineer

Job Summary:

The Technical Support Engineer will be responsible for providing 24/7, 365-day support to triage and troubleshoot technical incidents escalated from the Service Desk Tier 1 team. The role involves resolving network, hardware, and software issues as per Standard Operating Procedures (SOPs) and ensuring timely and accurate documentation in ServiceNow.

Key Responsibilities:

Provide technical support for computer networking components including IP addressing, DNS, network switches, domain controllers, and DHCP.

Troubleshoot and support computer peripherals such as printers, scanners, payment card readers, and USB/serial/parallel devices.

Handle computer components including hard drives (RAID), memory, and other hardware issues.

Manage and resolve 3000 monthly tickets in ServiceNow with detailed resolution notes.

Escalate issues to Tier 3 functional groups (POS, SPC, Retail Payment, HHPOS, NGPOS, DT DPM, ISC Support, etc.) when required.

Utilize tools like Splunk, Python, and PowerShell for monitoring, diagnostics, and automation.

Maintain high customer satisfaction by ensuring quick response and resolution times.

Skills Required:

Technical Support and Troubleshooting

Networking (IP Addressing, DNS, DHCP, Switches)

ServiceNow

Computer Hardware and Peripherals

Scripting (Python, PowerShell)

Splunk