Support Engineer

BIOS Middle East; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

A technology service provider in Bengaluru is seeking a skilled technical support professional. You will work closely with customers to resolve technical issues related to operating systems, both cloud and on-premises, while maintaining strong communication and managing case notes. The ideal candidate will possess a bachelor's degree, have over a year of experience in a help desk role, and strong technical knowledge, especially in MS Windows Servers and related tools. This position requires availability for standard IT shifts.

Qualifications

• 1+ years of experience in a technical help desk role preferably in managed services.
• Excellent verbal and written communication skills are a must.
• Ability to work standard IT shifts.
• Strong organizational skills and attention to detail.
• Good team player, able to work alone or as part of a team.
• Knowledge of MS Windows Servers/Client OS, MS Office, Active Directory/Exchange is an added advantage.

Responsibilities

• Resolve technical issues related to OS (Cloud & On-premises).
• Diagnose issues and manage customer communication.
• Install and configure systems as necessary.
• Provide basic understanding of Backup Software products & Virtualization (VMware & Hyper-V) where relevant.
• Support LAN issues, DHCP and DNS; maintain customer communication and ITSM notes.

Skills

Technical troubleshooting

Excellent communication skills

Organizational skills

Team collaboration

Education

Bachelor's degree in a related field

Tools

MS Windows Servers

MS Office

Active Directory

Exchange

Backup Software products

VMware

Hyper-V

Job description

Responsibilities

• You will work with customers to resolve the OS (Cloud & On-premises) related technical issues and provide assistance in fixing them within agreed upon SLAs.
• Identify, diagnose and isolate or resolve issues and where relevant escalate it internally and if needed to external Vendors. Manage the follow up activities to ensure cases are resolved and closed within SLA timelines. Additionally managing the complete communication with customers and updating the case notes in ITSM portal (customer facing).
• Installation / re-installation / configuration of systems as required.
• Basic understanding of Backup Software products & Virtualization (VMware & Hyper-V).
• Support for LAN issues, DHCP and DNS

Requirements

• Bachelor's degree in a related field.
• At least a year’s experience in a technical help desk role (preferably within a Managed Services environment).
• Excellent verbal and written communication skills in English is must and be able demonstrate the initiative and confidence to proactively communicate with customers.
• Strong organizational skills and attention to detail.
• Good team player who is equally comfortable working alone or as part of a team.
• Knowledge of MS Windows Servers / Client Operating System, MS Office, Active Directory / Exchange would be an added advantage.
• Availability to work in standard IT shifts (3 x 8 hours shifts).