IT Support

Brik Oven; Indiranagar; On-site; INR 350,000 - 550,000; Full time

Job summary

Brik Oven is seeking a Technical Support Engineer to deliver enterprise-level support to customers across diverse tech environments. You will diagnose, troubleshoot, and resolve issues, acting as the first point of contact for client computer systems and equipment.

You'll work with Windows, Linux and Mac OS, document knowledge in the knowledge base, and help customers via phone, email, or chat while adhering to SLAs. Prioritize learning and adapting to new technologies.

Qualifications

• BS degree in Information Technology, Computer Science or related field.
• Experience in enterprise-level technical support or IT help desk.
• Familiar with Windows, Linux and Mac OS environments.
• Ability to diagnose and troubleshoot technical issues.
• Experience with Zendesk or similar helpdesk software is a plus.

Responsibilities

• Prioritize and manage the workflow while resolving issues related to the network.
• Diagnose, troubleshoot, and resolve issues by questioning customers about their problems.
• Provide first point of contact for clients for issues concerning their computer systems.
• Keep track of user’s system issues and adhere to agreed timelines.
• Resolve complex problems and provide written instructions or manuals.
• Document knowledge in the knowledge base and train users on systems.
• Monitor daily performance of technical systems and assist with deployment of new software/hardware.

Skills

Problem-solving

Communication skills

Technical troubleshooting

Customer support experience

Education

BS Information Technology

Bachelors in Computer Science

Masters in Computer Science

Tools

Zendesk

Remote desktop

Windows

Linux

Mac OS

Job description

We are looking for a technical support engineer who can provide enterprise-level support to customers. You should have the ability to research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction.

Your responsibilities:

• Prioritize and manage the workflow along with resolving issues related to the network
• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
• Design computer systems to meet requirements of the organization or clients.
• Possess the ability to learn and work on changing and emerging technologies.
• First point of contact for clients for issues concerning their computer systems and equipment.
• Keep track of user’s system issues until they are resolved by adhering to the agreed timelines
• Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
• Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
• Provide accurate feedback to customers promptly.
• Ensure proper logging of all issues.
• Follow up with clients to make sure their computer systems are functioning properly after troubleshooting.
• Document technical knowledge in the knowledge database.
• Train people on how to use different types of systems.
• Monitor daily performance of technical systems.
• Help organizations deploy new software or hardware systems.

Skill sets/Experience we require:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field
• Bachelors/Masters in Computer Science, Software Engineering, Information Technology or any other related discipline
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus