Technical Support Engineer

Job Title:** Technical Support Engineer

Responsibilities

• Provide both remote and onsite technical assistance for Windows, Mac & Android, including laptops, tablets, and mobile devices.
• Log Incidents and Service Requests, prioritize, categorize, resolve or escalate them to L2 & L3 support in the ITSM tool, ensuring SLA compliance, in adherence to ITIL practices.
• Provide prompt and effective support for VIP users.
• Work in shift rotation for 24/7 operational requirements of Remote Service Desk support and Field End user support.
• Provide first-line support for end point security apps like Antivirus, EDR & DLP.
• Support and troubleshoot Office 365 applications, OneDrive and VPN connectivity issues
• Conduct basic network troubleshooting, including LAN, Wi-Fi, and VPN issues.
• Perform Mobile Device Management (MDM) enrolment.
• Perform OS imaging, deployment, configuration, and user setup of end-user devices.
• Perform basic hardware troubleshooting and coordinate with vendor or carry out spare parts replacement for end-user devices where required.
• Provide Level 1 support for printers, Smart TVs, and audio/video conferencing systems (including boardroom and meeting room setups).
• Support asset lifecycle activities, including device preparation, deployment, movement, and coordination with relevant teams.
• Troubleshoot technical issues, document resolutions, and contribute to knowledge base articles for continuous service improvement.

• ITIL V3 And V4 Certification

• Microsoft 365 Fundamentals certification
• Exposure to ITSM tools such as Ivanti, BMC, ServiceNow, etc.
• Troubleshooting skills in Windows, Mac & Android devices.
• Basic awareness of IT security best practices.
• Basic understanding of network concepts such as DNS, DHCP, IP addressing.
• Fundamentals of Azure AD (Entra ID) user and group management. I
• Knowledge of Remote support tools such as Ivanti EPM, Microsoft Intune etc
• Knowledge of IMAC (Install, Move, Add, Change) processes.
• Physical ability to participate in bulk asset movement. SOFT SKILLS: MANDATORY
• Excellent communication and interpersonal skills.
• Ability to handle VIP user issues with professionalism.
• Ability to work effectively in a team and maintain high customer satisfaction.
• Collaborate with other IT teams to ensure seamless support and issue resolution