Junior or Technical Support Engineer

Federal Operations And Services; Kerala; Sur place; INR 300 000 - 540 000; Plein temps

Résumé du poste

Federal Operations And Services in Kerala, India, seeks an IT support specialist to manage customer and technical issues in a corporate banking environment. You will coordinate with IT teams and vendors to ensure prompt resolutions and maintain high service quality.

You will diagnose and resolve hardware, software, and network problems, manage incidents, monitor systems, and assist with deployments and user environment setups.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 1-3 years IT support/helpdesk experience.
• Support roles in banking/corporate environment preferred.
• Microsoft certification

Responsabilités

• Act as the single point of contact for all technical issues, coordinating with IT teams, vendors, and managers as required.
• Provide efficient user support, prioritizing VIP users, handling calls in FIFO order, and maintaining professionalism.
• Troubleshoot and resolve issues related to network, accounts, and applications while following security protocols.
• Maintain operational readiness and reporting, including pre-testing for video conferences, documenting daily activities, and identifying recurring issues to implement preventive solutions.

Connaissances

Operating Systems

Networking Fundamentals

Directory Services

Technical Skills

Soft Skills

Willingness to work in rotational

Formation

Bachelor's degree in computer science/IT or related field

Outils

ServiceNow

Description du poste

Roles & Responsibilities:

1. Customer Support

• Respond to user queries via phone, email, chat, or ticketing systems
• Provide timely and effective resolutions to technical issues
• Ensure high levels of customer satisfaction through professional communication

2. Troubleshooting

• Diagnose and resolve hardware, software, network, and application issues
• Analyse logs, error messages, and system behaviour to identify root causes
• Provide step-by-step solutions to end users

3. Incident Management

• Log, track, and update incidents in ticketing systems
• Prioritize issues based on severity and impact
• Escalate unresolved problems to higher-level support teams or vendors

4. System Monitoring

• Monitor servers, network devices, and applications for performance and availability
• Identify potential issues proactively and take preventive action
• Ensure system uptime and reliability

5. Installation and Configuration

• Install, configure, and update operating systems, hardware, and software
• Support system deployments and user environment setup
• Ensure configurations meet organizational standards

6. User Administration

• Perform password resets and account unlocks
• Manage user access permissions and group memberships
• Maintain user profiles in Active Directory or related systems

7. Documentation

• Document issues, resolutions, and troubleshooting procedures
• Create and maintain knowledge base articles and user guides
• Ensure accurate and up-to-date documentation for future reference

8. Vendor Coordination

• Coordinate with external vendors for hardware/software support
• Track service requests and follow up on escalations
• Ensure timely resolution of vendor-related issues

9. Security & Compliance

• Ensure adherence to company security policies
• Report security incidents, vulnerabilities, and suspicious activity
• Support compliance with IT and data protection standards

10. Service Improvement

• Identify recurring issues and suggest long-term solutions
• Contribute to continuous improvement initiatives
• Participate in process optimization and automation efforts

Skills Required

• Operating Systems: Windows, Linux, macOS
• Networking Fundamentals: TCP/IP, DNS, EOA
• Directory Services: Active Directory, Microsoft 365
• Technical Skills: Hardware & software troubleshooting
• Tools: Ticketing systems (ServiceNow)
• Soft Skills: Strong communication and customer service abilities
• Willingness to work in rotational shifts if required

Shift Timing:

Shift rosters will be managed by the Reporting Manager and may be modified based on requirements received from bank officials.

• Currently, the position follows a general shift timing of 10:00 AM to 7:00 PM.

Job Description:

• Act as the single point of contact for all technical issues, ensuring prompt resolution and coordinating with IT teams, vendors, and managers when required.
• Provide efficient user support, including prioritizing VIP users, handling calls in FIFO order, and maintaining professionalism while addressing all queries and complaints.
• Troubleshoot and resolve technical issues related to network, accounts, and applications, while ensuring strict adherence to security protocols (no sharing of credentials).
• Maintain operational readiness and reporting, including pre-testing for video conferences, documenting daily activities, and identifying recurring issues to implement preventive solutions.

Educational Qualifications:

• Bachelors degree in computer science, Information Technology, or a related field.
• Experience Level Required: 1-3 years of experience in IT support, helpdesk, or technical

support roles (preferably in a banking or corporate environment).

• Microsoft certificatio