Technical Support Engineer IT Operations

As a Technical Support Engineer / Service Desk Analyst at UST in Trivandrum, you will be responsible for providing end-to-end IT infrastructure support and ensuring system reliability and performance. Your role involves delivering desktop support, managing customer infrastructure, and troubleshooting hardware, software, and network issues. Key Responsibilities: - Provide Level 1/Level 2 technical support for end-users, ensuring quick resolution of issues. - Support desktop/laptop configuration, software installation, and troubleshooting. - Monitor and maintain IT systems using tools such as Nagios, SolarWinds, and SCOM. - Handle incident tickets using ticketing tools like ServiceNow or Remedy. - Assist in network troubleshooting using basic tools and commands. - Support infrastructure monitoring and event management. - Contribute to IT security operations including threat hunting and incident response. - Work with SIEM tools such as QRadar, LogRhythm, or Splunk. - Participate in storage and backup operations, including understanding RAID, SAN, and backup tools. - Perform basic server administration tasks and support database-related activities. - Provide end-user computing support including MS Office, browsers, remote support tools, and endpoint troubleshooting. Technical Skills: Networking: - Basic understanding of IP addressing and network concepts. - Familiarity with routers and switches (basic commands). - Hands-on with troubleshooting tools like ping, tracert, netstat. - Exposure to network monitoring tools like Nagios, Cacti, SolarWinds. Security: - Understanding of cyber security incident response. - Exposure to SIEM tools like QRadar, LogRhythm, Splunk. - Awareness of threat intelligence and OSINT tools. Servers: - Basic system administration tasks. - Exposure to monitoring tools like SCOM, Nagios, New Relic. Storage & Backup: - Knowledge of backup and restore operations. - Familiarity with RAID, SAN, and storage monitoring tools. - Understanding of backup appliances and tape libraries. Database: - Basics of SQL and relational databases. - Familiarity with database tools like MySQL, Postgres, MS Access. - Understanding of normalization, indexing, triggers. End-User Computing: - Hands-on experience with endpoint support and remote tools. - Proficiency in MS Office and browsers. - Basic troubleshooting for desktop environments. Preferred Qualifications: - Fair understanding of the ITIL framework. - Strong communication and customer service skills. - Ability to work independently and prioritize tasks. - Relevant certifications (CompTIA, ITIL, CCNA, etc.) are a plus. About UST: UST is a global digital transformation solutions provider with over 30,000 employees in 30 countries. UST partners with clients to embed innovation and agility into their organizations, making a real impact through transformation. With deep domain expertise and a future-proof philosophy, UST touches billions of lives through boundless impact.,