It Support Engineer Job in Vehere

Designation: IT Support Engineer

Experience: 4-8 Years

Location: Mumbai

Position Type: Full-time

Job Summary:

Responsible for diagnosing and troubleshooting technical issues and helping customers by addressing queries and resolving issues. Reports defects, offers suggestions for product improvement, contributes to product knowledge and helps make future technical support easier. Is also responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.

Job Description:

• Respond to queries, issues and requests for technical support from customers
• Document, track, and monitor issues to ensure a timely resolution
• Interact with development and deployment teams to restore service and identify and correct root cause of problems
• Escalate unresolved issues to team leads and other stakeholders
• Manage multiple customer cases simultaneously and provide regular and accurate progress updates to customers
• Ensure customer systems are fully functional after troubleshooting
• Assist customers to install, configure and deploy products and systems at various sites
• Work with customer technical teams to deploy and test servers after installation
• Recommend product modifications/enhancements to reduce user problems
• Install, configure, monitor and maintain the internal IT infrastructure of the company
• Install and configure software and hardware
• Manage network servers and technology tools
• Set up accounts and workstations
• Monitor performance and maintain systems according to requirements
• Troubleshoot issues and outages
• Ensure security through access controls, backups and firewalls
• Upgrade systems with new releases and models
• Administer servers, desktop computers, laptops, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches
• Build internal technical documentation, manuals and IT policies

Required Skills:

• Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role
• Experience as a System Administrator or Network Administrator
• Hands-on experience with Windows/Linux/Mac OS environments
• Experience with monitoring, maintaining and deploying server systems
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
• Knowledge of ITIL service management concepts
• Strong understanding of incident, change and problem management
• Familiarity with remote desktop applications, help desk software, system diagnostic tools/programs and incident management systems
• Experience with IT asset management, inventory management, and disposal
• Strong MS Office Experience
• Ability to learn how all the pieces of an application infrastructure fit together
• Excellent problem-solving and troubleshooting skills
• Ability to provide step-by-step technical help, both written and verbal
• Ability to apply logical thinking to define problems, collect data, establish facts, and draw conclusions
• Strong attention to detail
• Ability to take initiative and handle concurrent tasks with appropriate priority
• Ability to meet objectives and adhere to deadlines with minimal supervision
• Flexible and willing to accept a change in priorities as necessary
• Strong collaboration skills
• Excellent communication skills
• Customer focused with a passion and drive for customer satisfaction and delivering business value
• Ability and willingness to acquire in-depth understanding of domain and existing products and apply that knowledge to work scenarios