BT Group Looking for IT Support Engineer at Gurgaon, Haryana

BT Group; Gurugram District; On-site; INR 6,75,000 - 9,00,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Engineer to provide exceptional technical assistance in both office and remote settings. This role involves troubleshooting issues related to desktop and laptop operating systems, managing network configurations, and ensuring smooth operations of IT systems. You will play a crucial role in maintaining technical documentation, managing IT assets, and supporting users with their technical needs. If you are passionate about technology and enjoy solving problems, this position offers a fantastic opportunity to make a significant impact in a dynamic work environment.

Qualifications

• Competence in IT support and troubleshooting for software and hardware.
• Ability to document procedures and maintain technical documentation.

Responsibilities

• Provide technical support for desktop/laptop OS, email, and office applications.
• Manage incident logging, tracking, and closure to meet SLA requirements.

Skills

IT Support

Remote Desktop Troubleshooting

Technical Documentation

Effective Communication

Interpersonal Problem-Solving

Teamwork

Network Support

Vendor Management

Job description

Job Req ID: 17057

Posting Date: 8 Jun 2023

Function: Software Engineering

Location:
Building No 14 Sector 24 & 25A, Gurugram, India

Salary: competitive

Recruiter: Sakshi Malik

Hiring Manager: Avnesh Tyagi

Career Grade: E

Internal Closing Date: 15th June 2023

This position assists staff in office and remote locations with technical support of desktop/laptop OS, Email, office applications/Mobile, and related technology. Support includes specifications, installation, and testing of computer systems and peripherals within established guidelines. The employee will also assist in the maintenance and testing of network configurations/servers, and associated equipment.

Key Accountabilities

1. IT Support: Offer prompt and efficient front-line assistance, with the aim of answering as many routine questions as quickly as possible, i.e., providing computer support services for both software and hardware for users through the helpdesk process. Also support any infrastructure change requested by the End User.
2. Call Management: Ensure incident and service request logging, tracking of all calls on a daily basis. Ensure closure of calls and maintain SLA as per IT requirements.
3. Primary Troubleshooting: Diagnose and resolve technical issues surrounding Windows, MS-Office, E-mail, Internet connections, applications, hardware peripherals, etc. This includes processing of all new user requests, i.e., setting up and configuring new laptops and desktops & installing authorized software as per company policy.
4. Remote Support: Provide support and assistance to remote users as and when required using remote support tools as per company policy.
5. Server Level Support: Local support in case of any network/server-related issue. Managing backup/restoration and tape rotation of local file & print server. User access permission management is included in support (folder/PC level). Troubleshooting routine problems and maintenance of servers.
6. Printer Support: Support other computer peripheral devices such as printers and solve printing problems.
7. Network Support: Ensure smooth network support and patching of network cables as and when required and coordinate with the network team for any escalated issues.
8. Voice Support: Provide voice support on CISCO phones including headsets. This also includes processing of new voice extensions, etc.
9. Asset & Inventory Management: Manage IT asset management through assigned software as per company policy. Manage inventory tracking system to record deliveries, shipments, and stock levels.
10. Routine Tasks: Daily checks of servers/applications and ensuring that IT systems and links are functioning properly. Ensure Windows & antivirus patches are up-to-date.
11. File Management: Maintain files (all vendors’ agreements, invoices, call reports, cheque details/copy of cheque, TDS, year-end closure document). Create reports files (MIS report, etc.) as per requirement.
12. Vendor Management: Arrange/preparing PO, creation of related report, maintaining detailed entries in the system, processing invoices as per company procedure, updating cheques, and regular follow-up with vendors. The engineer will be responsible for ordering or buying computer systems and other IT equipment and follow up with concerned departments like approvers, procurement, and vendors.
13. Procurement: Nationwide order processing for new requirements of laptops, desktops, headphones, Blackberry phones, cartridges, etc.
14. Report Management: Create reports on a periodic basis (daily/weekly/monthly reports, etc.).
15. Attendance & Leave Management: Leave maintenance & sending attendance to the concerned team.
16. Training: Train users and educate them on the usage of computer hardware and software systems and IT peripherals.
17. Policy Adherence: Comply with and help to enforce standard IT policies and procedures.
18. Audit & Governance: Ensure information management processes are in compliance with IT-specific controls, policies, and standards.

Skills

• Demonstrates competence in own area.
• Typically works with moderate guidance in own area of knowledge.
• Applies knowledge/skills to a variety of standard day-to-day activities.
• Understands the key business drivers and uses this knowledge to focus own work.
• Diagnose and resolve unique, nonrecurring problems associated with OS & hardware.
• Builds productive relationships internally and externally.
• Remote desktop troubleshooting to end-users along with documentation ticket maintenance.
• Maintain technical documentation in association with other functional departments.
• Document procedures, standards & best practices.
• Interpersonal problem-solving.
• Ability to work in a team environment.
• Effective communication skills.