Overview
Technical I Support Engineer II provides end-user IT support and serves as an escalation point to resolve desktop, network, telephony, and application issues in a site operations environment.
What you'll do
- Maintain, analyze, troubleshoot, and repair or replace/upgrade endpoint computer systems, hardware, software, and peripherals.
- Handle incident/ticket escalations and ensure resolution according to SLAs.
- Perform problem management, incident management, RCA, and ticket analysis for deskside-scoped equipment.
- Support site/account SLA, SLO, and shift management in coordination with IT stakeholders.
- Troubleshoot end-user computing devices and provide L1 support for network, server, and voice infrastructure.
- Monitor daily tickets (ageing, response, resolution) and publish daily dashboards.
What you'll need
- Excellent communication skills, attention to detail, and problem-solving capabilities.
- Hands-on experience with deskside and end-user computing (desktops, laptops, hard phones, WiFi devices) across hardware and software.
- Experience with OS and application troubleshooting on Windows 7 and Windows 10, and MS Office 2013 and above.
- Knowledge of network/server/voice troubleshooting (e.g., Ping/Tracert, DNS resolution, IP configuration, Active Directory Group Policy).
- Experience with ITIL-based ticket resolution and maintaining compliance/audits per COPC and ISO 27001.
- Willingness to work rotational shifts, predominantly night shifts, in a 24/7 environment.
Details
- Employment type: full time.
- Location: IND Hyderabad - LSR Tudor 19th Flr (CIND).
- Language requirements: not specified.
Read the full description and apply on the company’s own careers page.
