Posting title : IT Support Engineer
Experience : 5+ Years
Location : Mumbai
Work mode : On-site
Primary skills : IT support, IT operations, troubleshooting, Client Management, Network Security
Qualification : Any Technical Degree
Roles & Responsibilities
- 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
- Bachelors 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.
(ref:hirist.tech)
