Technical Support Engineer- DAAS

Role: Technical Support Engineer - IT Infrastructure Specialist(DAAS)

Experience: 3 + years

Location: Visakhapatnam

Roles & Responsibilities:

• Answer incoming calls from end user, create a ticket in ITSM applications and Triage the Issue reported (or) Work on the requested service

• Triage Simple to Intermediate complexity hardware faults and software defects• Work on Service Requests related to End-user configuration requests

• Proactively assign email tickets and make outbound calls to end customers on their Service Requests

• Work with end users on issues related to Windows Application & Software

• Troubleshooting hardware and computer peripherals such as printers and fax machines

• Perform password resets and provides required access to end users

• Diagnose and Isolate problems based on the nature of the Issue and raise Service request with vendors as needed

• Provide Complete management of Service Request from Case creation to Resolution

• Suggest improvements to process and workflow in the support center

• Identify problems related to chronic cases and work with Senior Engineering resources to identify the root cause

• Support multiple different customer’s environments and ticketing systems.

Technical Skillset Requirements

• Knowledge of OSI reference model and Protocols

• Understanding of a Domain/corporate IT environment including PC & Laptop setup

• Provide technical support on Windows OS and MACOS platform

• Troubleshoot system specific issues related to PC & Laptop

• Working knowledge of Windows Active Directory and ability to add, remove users and perform password resets

• Work on issues related to DNS and ability to isolate Network issues with Service Provider

• Troubleshoot issues related to Microsoft Applications (Outlook, O365, OneDrive, Teams)

• Troubleshoot system specific issues around peripherals - Printer, Fax and peripherals

• Knowledge of DHCP and troubleshoot issues related to Network

• Configuration and troubleshooting skills related to Microsoft Applications (Outlook, O365, OneDrive, Teams)

• Experience with Intel Endpoint Management Assistant, Microsoft Office 365 Admin Center Management, Intune and BitLocker.

Role Qualifications and Requirements:

• The following are minimum qualifications and requirements required for this role.

• Able to work independently with limited supervision and be successful in a team environment.

• 2-3 years of relevant work experience.

• Understanding of Operating systems and Desktop hardware.

• Ability and desire to quickly learn new technologies and concepts.

• Strong Oral and Written communication skills.

• Strong Interpersonal & Analytical skills.

• Adherence to QA Program.

• Ability to work well in a team environment.

• Work a flexible work schedule including nights and weekend shifts (24/7)

Job Type: Full-time

Pay: ₹600,000.00 - ₹650,000.00 per year

Shift:

• Night shift
• Rotational shift

Application Question(s):

• How many years of experience do you have with Active Directory?
• How many years of experience do you have with Windows OS?

Experience:

• Technical Support Engineer: 2 years (Required)

Location:

• Hyderabad, Telangana (Preferred)

Work Location: In person