IT Support professional

Brik Oven; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Brik Oven in Bengaluru is seeking a Technical Support Engineer to provide enterprise-level support to customers. You will research, diagnose, troubleshoot, and resolve issues to ensure client satisfaction.

You will work with Windows/Linux/Mac OS environments, use remote desktop and Zendesk, and document knowledge for the knowledge base while training users on systems.

Qualifications

• BS degree in Information Technology, Computer Science or relevant field.
• Hands-on experience with Windows/Linux/Mac OS environments.
• 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.

Responsibilities

• Install, configure, monitor & maintain computer applications & networks.
• Configure operating systems.
• 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.

Skills

Troubleshooting

Excellent communication

Documentation

Education

BS in IT/CS

Masters in CS/IT

Tools

Windows

Linux

Mac OS

Zendesk

Remote Desktop

Job description

Job Summary

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.

Responsibilities

• Install, configure, monitor & maintain computer applications & networks
• Configure operating systems.
• 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 productsAbility 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

Pedigree

• 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

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