IT Support Engineer

Serve as the first point of contact for IT escalations via phone, email, and chat.

Provide remote troubleshooting for user, software, and network issues.

Manage tickets with accurate documentation and escalate complex issues to L3 teams.

Collaborate with local vendors and the India IT team for problem resolution and system upgrades.

Perform root cause analysis for recurring issues and implement preventive measures.

Support deployments, upgrades, rollouts, and maintenance activities as per India IT guidelines.

• Deliver basic user training and security awareness sessions.

Scope of Devices & Systems Supported

End-User Devices: Laptops, desktops, printers, scanners, USB peripherals, and mobile devices.

Applications & Systems: Windows OS, MS Office, Outlook, SAP, VPN clients, Active Directory (account unlocks, password resets, group policies).

Networking & Connectivity: LAN/Wi-Fi troubleshooting, VPN, firewall/proxy issues, remote access tools (RDP, Citrix).

Security Tools: Endpoint protection, antivirus, MFA authentication apps.

Collaboration Tools: MS Teams, Zoom, WebEx, and other communication platforms.

• Vendor-Coordinated Infrastructure: Switches, routers, firewalls, shared office equipment (copiers, access systems).

Skills & Qualifications

Bachelor’s degree/diploma in Technology, Science, or related field.

Strong communication, problem-solving, and customer service skills.

Experience with IT ticketing systems and remote support tools.

Knowledge of Windows OS, MS Office, VPN, AD, Outlook, SAP, and network troubleshooting.

• Relevant certifications (Microsoft, ITIL, Networking, Security) preferred.
  
Experience in a BPO or IT vendor environment in India will be preferred.

• Previous experience supporting international clients, particularly those in different time zones.