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Job Title: IT Support Engineer

Shift:(US Shift)

Location:HSR Layout, Bangalore

Job Responsibilities:

1. Technical Support: Provide first-level technical support to end-users via various channels such as phone, email, chat, or in-person – Employees working in Bangalore office.

2. Troubleshooting: Diagnose and resolve hardware, software, and network-related issues, including desktops, laptops, printers, and other IT equipment.

3. Software Installation and Configuration: Install, upgrade, and configure software applications, operating systems, and device drivers.

4. User Account Management: Create, modify, and disable user accounts and access permissions as per company policies and security standards. Knowledge in Okta – Addigy – Apple Business Manager will be an advantage.

5. Hardware Maintenance: Perform routine maintenance on computer hardware and peripherals, including cleaning, upgrades, and replacements.

6. Network Support: Assist with basic network troubleshooting, including connectivity issues and basic router/switch configurations.

7. Documentation: Maintain records of support requests, resolutions, and hardware/software inventory. Create user guides and knowledge base articles.

8. Security Compliance: Ensure that security policies and best practices are followed when setting up and configuring hardware and software.

9. Remote Support: Offer remote assistance to end-users, resolving issues without the need for physical presence when possible.

10. Customer Service: Provide excellent customer service by effectively communicating with end-users, offering clear instructions, and managing expectations.

11. Collaboration: Collaborate with other IT team members and OEMs, including system administrators and network engineers, to address complex issues and implement system-wide changes.

12. Training: Train end-users on IT tools and applications to enhance their efficiency and productivity.

Requirements:

1. Education: A bachelor’s degree in a related field, such as computer science or information technology, is preferred. Relevant certifications like CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) can be beneficial.

2. Technical Skills: Proficiency in operating systems (Windows, MacOS, Linux), hardware troubleshooting, software installation, and basic networking concepts.

3. Communication: Excellent communication skills, both written and verbal, to interact effectively with end-users and colleagues.

4. Customer Service: Strong customer service orientation and problem-solving skills are essential.

5. Adaptability: Ability to adapt to various software and hardware configurations, as well as changing technologies and user needs.

6. Time Management: Effective time management and organizational skills to prioritize and handle multiple support requests simultaneously.

7. Teamwork: Willingness to collaborate with other IT professionals and departments.

8. Professionalism: Adherence to company policies and a commitment to maintaining confidentiality and data security.

9. Availability: Willingness to work during U.S. business hours, which typically align with Eastern Time (ET) or Central Time (CT).

10. Certifications: Possession of relevant IT certifications can be a plus, such as CompTIA Network+, CompTIA Security+, or Microsoft Certified Desktop Support Technician (MCDST).