Technical Support Engineer

Key Responsibilities

• Provide first-level support for incidents and service requests via ticketing system, phone, email, or chat.
  
• Perform troubleshooting of hardware, operating systems (Windows, Linux, macOS), and commonly used applications (MS Office, Outlook, Antivirus, Autodesk, Adobe tools, etc.).
  
• Handle installation, configuration, and troubleshooting of IT hardware (printers, scanners, webcams, headphones, etc.).
  
• Support and troubleshoot audio/video conferencing devices and platforms.
  
• Monitor and troubleshoot basic network and internet connectivity issues, including configuration of network tools.
  
• Escalate unresolved or high-priority issues to L2/L3 engineers in line with escalation procedures.
  
• Manage customer calls, log issues in the central ticketing system, and ensure timely resolution.
  
• Maintain documentation, reports, and MIS for IT operations.
  
• Provide remote support using standard remote access tools.
  
• Ensure compliance with IT policies and contribute to maintaining system uptime.
  

Qualifications & Experience

• Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
  
• 2 to 5 years of experience in IT operations, system support, or help desk functions.
  
• Prior experience in managing or coordinating a help desk team will be an added advantage.
  
• Strong knowledge of multiple operating systems (Windows, Linux, macOS).
  
• Hands-on experience with troubleshooting software applications (MS Office, Outlook, Antivirus, Engineering and Graphic tools such as Autodesk/Adobe).
  
• Proficiency in installation, configuration, and troubleshooting of IT hardware and peripherals.
  
• Familiarity with network connectivity, configuration, and troubleshooting.
  
• Knowledge of remote support tools, ticketing systems, and escalation management.
  
• Proficiency in MS Office and internet tools.