Technical Support Engineer

Job Title

Location: Ahmedabad

Experience

Qualification

• BE/B.Tech, M.Tech, MCA, or equivalent
  

Key Responsibilities

• Act as

  Single Point of Contact (SPOC)

  for all technical escalations and support for end user equipment in the region.
• Manage technical support for

  End User Devices

  ,

  LAN/WAN

  , and

  cabling issues

  .
• Liaison with:

• ISPs

  for internet connectivity and technical issues.

• Hardware/Application vendors

  for extended support.

• Data Center teams

  for server/network/application-related issues.
• Handle Video Conferencing support – ensure daily checklist adherence.
• Prioritize email-related issues for

  VIP/Key Users

  .
• Customer escalation management for all regional issues.
• Conduct monthly face-to-face review meetings with the customer.
• Manage VIP user relationships and gather feedback.
• Publish periodic technical support and performance reports.
• Follow and implement

  IMAC (Install, Move, Add, Change)

  processes.
• Maintain

  hardware inventory

  , conduct monthly reconciliation and get sign-off from regional head.
• Track hardware

  warranty and AMC

  status.
• Ensure compliance with

  customer-approved security policies

  .
• Manage

  antivirus updates

  across all end-user devices.
• Create, implement and enforce

  SOPs

  for support processes.
• Ensure all incidents are logged and tracked via

  ITSM Tools (CA, ServiceNow)

  .
• Create and share

  Knowledge Base (KB)

  articles for issue resolution.
• Coordinate with third-party vendors to minimize

  SLA breaches

  .
• Ensure compliance with site access policies, resource availability, attendance, biometric systems, and customer-provided facilities usage.
  

Desired Skills

• Installation, configuration, and troubleshooting of:

• Workstations, AIOs, PCs, Laptops, Thin Clients, Printers/MFPs, TFT/LCDs

• Wireless devices, Switches, and Routers

• OS Installation, Patching, Security Updates, Virtual OS and Thin Client setup
• Email Configuration and Troubleshooting (Outlook, etc.)
• Antivirus Management and Policy Enforcement
• Hands-on with

  MS Office Tools

• Video Conferencing Equipment:

  Polycom, Cisco, Avaya, Crestron

• Experience with

  ITSM & ITAM tools

  (CA Service Desk, ServiceNow)

Value Add

• 3+ years of

  onsite customer-facing experience

  in end-user service delivery.
• Proven expertise in

  technical support and resolution for end user technologies

  .
• Strong written and verbal communication skills.
• Effective

  escalation and asset management

  capabilities.