Role: Technical Support Engineer

Experience: 2 + years

Location: Visakhapatnam

Roles & Responsibilities:

- Answer incoming calls from end user, create a ticket in ITSM applications and Triage the Issue reported (or) Work on the requested service

- Triage Simple to Intermediate complexity hardware faults and software defects

- Work on Service Requests related to End-user configuration requests

- Proactively assign email tickets and make outbound calls to end customers on their Service Requests

- Work with end users on issues related to Windows Application & Software

- Troubleshooting hardware and computer peripherals such as printers and fax machines

- Perform password resets and provides required access to end users

- Diagnose and Isolate problems based on the nature of the Issue and raise Service request with vendors as needed

- Provide Complete management of Service Request from Case creation to Resolution

- Suggest improvements to process and workflow in the support center

- Identify problems related to chronic cases and work with Senior Engineering resources to identify the root cause - Support multiple different customer's environments and ticketing systems.

Technical Skillset Requirements

- Knowledge of OSI reference model and Protocols

- Understanding of a Domain/corporate IT environment including PC & Laptop setup

- Provide technical support on Windows OS and MACOS platform

- Troubleshoot system specific issues related to PC & Laptop

- Working knowledge of Windows Active Directory and ability to add, remove users and perform password resets

- Work on issues related to DNS and ability to isolate Network issues with Service Provider

- Troubleshoot issues related to Microsoft Applications (Outlook, O365, OneDrive, Teams)

- Troubleshoot system specific issues around peripherals - Printer, Fax and peripherals

- Knowledge of DHCP and troubleshoot issues related to Network

- Configuration and troubleshooting skills related to Microsoft Applications (Outlook, O365, OneDrive, Teams)

- Experience with Intel Endpoint Management Assistant, Microsoft Office 365 Admin Center Management, Intune and BitLocker.

Role Qualifications and Requirements:

- The following are minimum qualifications and requirements required for this role.

- Able to work independently with limited supervision and be successful in a team environment.

- 2-3 years of relevant work experience.

- Understanding of Operating systems and Desktop hardware.

- Ability and desire to quickly learn new technologies and concepts.

- Strong Oral and Written communication skills.

- Strong Interpersonal & Analytical skills.

- Adherence to QA Program.

- Ability to work well in a team environment.

- Work a flexible work schedule including nights and weekend shifts (24/7)