IT Support Engineer

Overview

The IT Support Engineer provides Level 2 support to associates through Microsoft Teams, phone calls, email, and in-person interactions. The role resolves ServiceDesk tickets, supports IT issues remotely and onsite, and delivers customer service in a global team.

What you'll do

• Provide Level 2 support to associates via Microsoft Teams, phone calls, email and in person interactions.
• Ask appropriate questions and use your knowledge to resolve associate ServiceDesk tickets.
• Work in the global team to resolve issues as they arise and escalate issues as needed.
• Resolve IT-related issues remotely, ensuring the smooth operation of systems.
• Set up, configure and troubleshoot Office 365 products, One Drive, VMWare Fusion and Parallels Desktops.
• Perform computer installation and break/fix on Apple or Windows devices.
• Perform onsite/remote analysis, diagnosis and resolution of complex desktop problems for VIPs and other end users.
• Investigate system problems and provide solutions using specific product knowledge, system utilities and the operating environment.
• Perform installs, moves, adds, changes and decommissioning of computer equipment.
• Document support activities and create and maintain knowledge base articles.
• Work with vendor and internal teams for hardware procurement.

What you'll need

• Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
• 2-5 years of experience as an IT Support Engineer or Technical support.
• Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking and productivity software such as PDF software and Office 365.
• Experience with Intune, Windows Defender and Okta.
• Experience with conferencing/calling solutions such as Teams.
• Experience with audio video equipment and integration with software solutions.
• Familiarity with remote support tools and technologies.
• Active Directory User Administration experience, along with basic experience with DNS, Network and VPN.
• Excellent communication skills in English, both verbal and written, with the ability to communicate technical information effectively to non-technical users.
• Customer-centric approach with a passion for delivering exceptional customer service.
• Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Experience working with IT Service Management tools.
• Proficiency in drive encryption with BitLocker or File Vault.

Details

• Located in Bangalore.
• On-site role.