IT Support Engineer

• 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

• Bachelor’s 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.