Analyst – Infrastructure Services (Technical Support Engineer / IT Service Desk Engineer )

Talent Toppers; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

A large IT MNC is seeking a Technical Support Engineer to provide level 1 technical support to end users. Responsibilities include resolving customer issues through voice support, troubleshooting basic technical problems, and logging inquiries using a ticketing tool. Candidates should have strong communication skills and a relevant educational background. The job requires working from the office in rotational shifts.

Qualifications

• Good understanding of computer systems and tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Fresher or has experience in a similar role.
• Ability to provide step-by-step technical help.

Responsibilities

• Provide level 1 tech support to end users.
• Take ownership of customer issues and respond to inquiries.
• Research and identify solutions to resolve system issues.
• Log and track inquiries using a ticketing tool.

Skills

Interpersonal skills

Problem-solving skills

Communication skills

Organization skills

Teamwork

Education

Diploma or BCA/BSc/MCA/BE/Btech

Job description

Our Client is a Large IT MNC
Experience - 0 to 3 years
Any Fresher BCA/BSc/MCA/BE/ Btech
or
any Diploma graduates - 10+2+3 with upto 3 years of experience

Job Description Summary
Provides level 1 technical support to end users on computer-related technical problems to assigned accounts/ customers through voice support.

• Job Description

• Taking ownership of customer issues reported and responds to customer inquiries to ensure customer needs are met.

• Assists customers in resolving technical problems by providing guidance regarding software/hardware/application issues etc.

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues and/or refers more complex technical problems through a defined escalation process.

• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.

• Logs and tracks inquiries using a ticketing tool and maintains history records including related problem documentation.

• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• Should have attended regular school/college with 10+2+3 as minimum qualification (regular/fulltime course) in any stream of subject, Diploma graduates - 10+2+3 years as minimum qualification.

• Good understanding of computer systems, mobile devices and other tech products.

• Ability to diagnose and troubleshoot basic technical issues.

• Fresher or has a work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.

• Ability to provide step-by-step technical help, both written and verbal.

• Experience with solving computer related problems.

• Experience working with company escalation policy.

Requirements and Skills

• Interpersonal skills to interact with customers and team members.

• Excellent problem-solving and communication skills with fluent spoken English and good thought flow.

• Organization skills to balance and prioritize work.

• Ability to work in a team environment.

Work Environment

• Work from Office is mandatory

• This job role requires to work in rotational / night shifts.