Support Engineer
- Infinite
- 2 - 5 years
- Bengaluru
- 3 months ago
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Job Description
- Shift Timing: Rotational (24x7x365 coverage)
- Prerequisite: Must be open to night shifts and weekend coverage
- RTO Hybrid Model
- BOM, BCA, bachelors degree in IT, Computer Science, or related field (or equivalent experience).
- Familiarity with ITSM platforms (eg, ServiceNow)
- Strong Communication in English
- Strong understanding of Windows OS, basic networking, and enterprise applications.
- Excellent communication skills in English (written and verbal).
- ITIL Foundation Knowledge/certification.
- Experience with remote desktop and diagnostic tools.
- Ability to create and maintain SOPs and user guides.
- Strong problem-solving and analytical skills.
Role Summary:
We are looking for a skilled and customer-focused Service Desk Analyst to provide multi-tiered IT support to end users. This role encompasses Level 1 support responsibilities, including enabling self-help capabilities, resolving basic software/hardware issues, and performing advanced diagnostics for escalated incidents and service requests.
Key Responsibilities:
- Enable and guide end users in using self-help tools for basic software and hardware issues.
- Support incident and service request reporting.
- Assist with password reset tools and account recovery processes.
- Respond to how-to queries and fulfill routine service requests (eg, password resets, account unlocks, VPN connectivity, Teams, outlook issues, Basic troubleshooting).
- Remote troubleshooting.
- Log, categorize, and track incidents and requests to closure.
- Handle escalated issues requiring specific application knowledge or advanced troubleshooting.
- Run diagnostics and perform remote support for complex incidents.
- Coordinate field services for part ordering and desk-side visits as per client policies.
- Ensure proper documentation and escalation to Level 2 support when necessary.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: InfiniteLocation(s): Bengaluru+ View Contact
Keyskills: Windows OS Networking Diagnostics VPN Enterprise applications Remote desktop Troubleshooting Remote support
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