IT Support Engineer

Overview

Job Responsibilities for IT Support Engineer

Technical Support & Troubleshooting

· Provide service and support for software, hardware and networking issues.

· Do diagnosis and resolve basic system errors, application bugs and connectivity issues.

· Guide users through troubleshooting steps, installations and configurations offsite if required

· Act as the inalescalation point { L3} for complex system failures, security breaches and service disruptions.

· Maintain and continuously improve incident management, problem resolution and service request fulfillment.

· Conduct root cause analysis (RCA) and implement preventive measures for recurring technical issues.

Customer Interaction and Query Handling

· Respond to technical support requests via phone, email, chat, or ticketing system.

· Maintain polite and professional communication with end-users.

· Documents all issues, solutions and escalations accurately in the helpdesk system.

Issues Escalation and Collaboration

· Escalate unresolved or complex issues to L2 or L3 support or OEMs support centers or to peers etc. and then resolve issues.

· Coordinate with different departments to ensure timely resolution of issues.

· Follow up on open tickets to ensure they are resolved within SLA timelines.

· Foster a culture of continuous learning, collaboration and operational excellence within team.

System Monitoring and Maintenance

· Perform routine system health checks and preventive maintenance.

· Monitor IT Infrastructure for alerts, errors, or potential failures.

· Assist in patching, software updates and minor hardware replacement and maintain log.

Documentation and Process Adherence

· Maintain a knowledge base of common issues and solutions.

· Follow ITIL best practices and company defined SLAs.

· Assist in training end users on basic IT troubleshooting and security best practices.

· Optimize IT assets, licensing and contract management in collaboration with procurement teams.

Job Type: Full-time

Pay: ₹10,000.00 - ₹12,000.00 per month

Benefits:

• Provident Fund

Shift:

• Fixed shift
• Rotational shift

Education:

• Bachelor's (Preferred)

Experience:

• Total : 1 year (Preferred)
• IT support: 1 year (Preferred)

Location:

• Muzaffarpur, Bihar (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Location: In person