Information Technology
Other
Inspiredge
Overview
Role: Technical Support Engineer
Experience: 3 + years
Location: Visakhapatnam/ Hyderabad
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)
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