Technical Support Engineer

WPG Consulting; Ahmedabad District; On-site; INR 200,000 - 280,000; Full time

Job summary

WPG Consulting LLC. (WPG Technologies Pvt. Ltd) is seeking a Technical Support Engineer for a US shift in Ahmedabad. You will troubleshoot software, hardware, and network issues, provide help desk support via phone or email, and assist with user account management and software installations.

The role involves remote support, SLA adherence, knowledge base contributions, and collaboration with IT teams to resolve incidents and ensure a smooth user experience.

Qualifications

• Qualification: Any Graduate and IT background is preferred.

Responsibilities

• Troubleshooting: resolving technical issues reported by end-users including software, hardware, network, and basic user errors.
• Help Desk Support: respond to user inquiries via phone, email, or ticketing system with timely solutions or escalation when needed.
• User Account Management: assist with user accounts, password resets, and access control.
• Software Installation and Configuration: install, update, and configure software on user devices.
• Hardware Support: diagnose and replace faulty components and assist with peripheral setups.
• Basic Network Support: assist with Wi-Fi connectivity issues and basic network troubleshooting.
• Documentation: maintain records of support activities, resolutions, and follow-up actions.
• Knowledge Base Management: document known issues and troubleshooting steps for common problems.
• Training and Guidance: provide basic training on software and tools to improve user literacy.
• Incident Escalation: escalate complex issues to higher-level IT support.
• Remote Support: provide remote assistance to users in different locations.
• Maintaining SLAs: ensure response times and resolutions meet SLAs.
• Monitoring and Alerting: monitor IT systems and respond to alerts proactively.
• Security Awareness: assist with password policies, antivirus checks, and security best practices.
• Customer Service: maintain a positive, patient, courteous, empathetic user experience.
• Team Collaboration: collaborate with other IT teams on complex issues and projects.

Education

Any Graduate

Job description

Job Description

Company name: WPG Consulting LLC. (WPG Technologies Pvt. Ltd)

Designation : Technical Support Engineer

Job Location: Vastrapur - Ahmedabad

Job Timing: US Shift (Rotational)

Job Working Days: 5 days

Qualification: Any Graduate and IT background is preferred

Role & Responsibilities:

• Troubleshooting: Identifying and resolving technical issues reported by end-users, such as software problems, hardware malfunctions, network connectivity issues, and basic user errors.
• Help Desk Support: Receiving and responding to user inquiries and service requests via phone, email, or ticketing system. This involves providing timely and accurate solutions or escalating the issue to higher support levels if necessary.
• User Account Management: Assisting with user account setups, password resets, and access control to various systems and applications.
• Software Installation and Configuration: Installing, updating, and configuring software applications on user devices, ensuring they function properly.
• Hardware Support: Providing basic hardware support, such as diagnosing hardware problems, replacing faulty components, and assisting with peripheral device setups (e.g., printers, scanners).
• Basic Network Support: Helping users with network-related issues, such as Wi-Fi connectivity problems and basic troubleshooting of network connections.
• Documentation: Maintaining accurate records of support activities, including issue details, resolutions, and follow-up actions.
• Knowledge Base Management: Contributing to the organization's knowledge base by documenting known issues, troubleshooting steps, and solutions for common problems.
• Training and Guidance: Assisting users with basic training on software applications, tools, and systems to enhance their digital literacy and self-sufficiency.
• Incident Escalation: Recognizing and escalating more complex or critical issues to higher-level support teams or IT specialists when necessary.
• Remote Support: Providing remote assistance to users who may be working from different locations.
• Maintaining SLAs: Ensuring that service level agreements (SLAs) are met or exceeded regarding response times and issue resolution.
• Monitoring and Alerting: Monitoring IT infrastructure and systems to identify potential issues and responding to alerts proactively.
• Security Awareness: Assisting with basic security-related tasks, such as password policies, antivirus checks, and user awareness on security best practices.
• Customer Service: Ensuring a positive customer experience by being patient, courteous, and empathetic in dealing with end-users.
• Team Collaboration: You may need to collaborate with other IT support teams or higher-level support personnel to resolve complex issues or participate in special projects.