Technical Support Engineer

Location

Tiruchirappalli | India

Job description

Role: L1 Support Engineer

Work Timings: Rotational

Workdays: 5 days

Experience: 2+ years

Language Requirements: English (Written + Spoken)

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Responsibilities & Technical Skills:

• Address user tickets regarding hardware, software, and networking
• Perform troubleshooting using different diagnostic techniques.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution and excellent customer service.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Experience in Office O365 management
• Sound Knowledge on Windows Environment (10,11 Version), Troubleshooting.
• Troubleshoot O365, Symantec End Point, VPN, related issues.
• Basic Knowledge in SonicWall firewall
• Configure and Manage Wireless Access Points
• Troubleshoot network and wireless connectivity.
• Manage file servers and printer servers.
• Manage hardware and software assets.
• Handle Outlook and Mailbox related issues
• Assist users in connecting Video conferencing applications such as Zoom, Teams, etc.
• Walk customers through installing applications and computer peripherals.
• Conduct remote troubleshooting.
• Customize desktop applications to meet user needs.
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional.
• Report customer feedback and potential product requests
• Knowledge of system security (e.g., intrusion detection systems) and data backup/recovery
• Hands-on experience in basic network troubleshooting
• Hands-on experience in Patch Management
• Knowledge of Microsoft SharePoint, One drive and Exchange online
• Knowledge on Switches, Router and Firewall functionalities.
• Sound Understanding of TCP/IP and networking concepts.
• Ability to learn new technologies and implement them.
• MCSE, MCSA, CCNA certified would be an added benefit.
• ConnectWise experience would be an added advantage.
• Soft Skills:
• Excellent interpersonal and customer service skills
• Problem-solving and critical thinking skills
• Excellent written and verbal communication skills
• Exceptional teamwork and leadership skills to help other technical support workers.
• Key Areas:
• Windows OS (10,11 Version), Troubleshoot O365, Symantec End Point, VPN, System related issues. Networking basics and Excellent communication Skills.

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