Technical Support Engineer

Role & responsibilities

• Respond to requests for technical assistance by phone, email, chat.
• Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams.
• Knowledge on Service Now ticketing tool
• Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave.
• Escalate problems (when required) to the appropriate teams.
• Maintain hygiene in ticket documentation, category selection and overall ticket quality.
• Identify and learn appropriate software and hardware used and supported by the firm.
• Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs.
• 3 years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones.
• In-depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them.
• Understanding on Active Directory, Networking, Messaging and Hardware necessary.
• Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365.
• Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service.
• Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom.
• Incident Management knowledge, experience with Turrets will be added advantage.

Preferred candidate profile

• Good communication skills
• Extended working hours when business needs.
• Flexibility to work in rotational shifts and week offs.
• Ability to work under high pressure.