Incident Management Support Engineer

Unisys India Private Limited; Bengaluru; On-site; INR 360,000 - 600,000; Full time

Job summary

Unisys India Private Limited is seeking an Incident Lifecycle Management specialist to provide Tier 1 and Tier 2 support for customer incidents. You will troubleshoot complex issues across hardware, software, voice systems and network connectivity, and communicate resolutions to technical and non-technical users.

You will mentor L1/L2 agents, identify root causes, and ensure timely incident closure while documenting patterns to prevent recurrence.

Qualifications

• High School Diploma or GED required.
• 2–4 years’ experience in incident management or IT support.
• May require technical certification or Associate Degree.

Responsibilities

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves issues across hardware/software, client propriety, COTS and Unisys apps, and voice systems.
• Assists with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes and escalates unusual problems to higher levels.
• Communicates problem, resolution and root cause information to users to prevent recurrence.
• Supports L1 and L2 agents in day-to-day incident questions and requests.
• Uses problem-solving and analytical skills to resolve incidents.

Skills

Analytical skills

Problem solving

Customer support

Education

High School Diploma or GED

Associate Degree (optional)

Job description

Incident Lifecycle Management

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
  • o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
  • o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have: High School Diploma or GED required May require technical certification or Associate Degree Generally, 2-4 years’ experience in area of responsibility

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