IT Support Technician

Job Title: Tech Support Engineer

Location: Turbhe, Navi Mumbai

Experience: 1 3 Years (Preferred)

Department: IT Support / Technical Operations

Employment Type: Full-Time

About the Role

The Tech Support Engineer plays a crucial role in ensuring the smooth operation of technical systems, providing expert-level support to customers, and contributing to the continuous improvement of products and services through technical expertise and leadership.

Qualifications and Requirements

Educational Background

Bachelor's degree in Computer Science, Information Technology, or a related discipline is required.

Experience

Prior experience in Technical Support, IT Helpdesk, or System Administration is preferred.

Hands-on experience in troubleshooting software, hardware, or network-related issues will be an advantage.

Personal Traits

A natural helper who enjoys assisting people with their technical issues.

Strong ability to simplify and communicate complex technical information clearly to both technical and non-technical audiences.

Excellent analytical, problem-solving, and communication skills.

Roles and Responsibilities

Technical Expertise

Provide advanced technical support to customers and internal teams.

Troubleshoot software, hardware, and network-related issues efficiently.

Perform root cause analysis for recurring incidents and implement permanent solutions.

Collaborate with development teams to escalate and resolve product issues.

Keep abreast of emerging technologies and industry developments.

Customer Support

Serve as a point of escalation for critical or unresolved customer issues.

Communicate effectively with customers to understand their concerns and provide timely solutions.

Manage and prioritize support tickets and ensure adherence to SLAs.

Provide guidance and mentoring to junior support staff.

Documentation and Reporting

Document troubleshooting steps and resolutions for internal knowledge base articles.

Prepare and maintain technical documentation, FAQs, and end-user guides.

Generate regular reports on ticket volume, issue trends, and resolution performance.

Quality Assurance

Conduct testing and validation for new software releases, patches, and bug fixes.

Ensure that fixes align with customer requirements and quality standards.

Perform regression testing to identify potential issues before deployment.

Communication Skills

Clearly communicate technical information to both technical and non-technical users.

Provide regular status updates to customers and stakeholders.

Participate in customer meetings and technical discussions as required.

Troubleshooting and Problem-Solving

Use diagnostic tools and analytical methods to identify and resolve complex technical issues.

Implement temporary workarounds and long-term solutions as needed.

Compliance and Security

Follow data protection regulations and ensure security best practices are upheld.

Adhere to established protocols for managing confidential information.

Required Skill Set

MS Office

Windows Troubleshooting

Basic Networking

Active Directory

VMware / Citrix Workspace Client Setup Troubleshooting

O365 Exchange Admin (Basic Concepts)

Microsoft MDM & Intune

Firewall Configuration & Troubleshooting

DLP (Data Loss Prevention) and EDR (Endpoint Detection & Response) Tools

Proxy Concepts

Fundamental understanding of ITSM, ITIL, and CMDB