Technical Support Engineer

Trigent Software; Bengaluru; On-site; INR 4,00,000 - 6,00,000; Full time

Job summary

A technology solutions company is looking for a Technical Support Engineer in Bengaluru. The role requires 2-4 years of experience in troubleshooting technical issues related to desktops and mobile devices. Responsibilities include responding to requests for assistance, managing incidents, and maintaining documentation. Candidates should have strong technical support skills and experience with networking tools. Flexibility for rotational shifts and the ability to work under pressure are essential.

Qualifications

• 2-4 years of relevant experience in troubleshooting technical issues.
• Understanding of Active Directory, Networking, Messaging and Hardware necessary.
• Advanced troubleshooting experience in Microsoft Office applications.

Responsibilities

• Respond to requests for technical assistance by phone, email, chat.
• Enter and manage all incidents in the incident management system.
• Escalate problems (when required) to the appropriate teams.

Skills

Technical Support skills

Active Directory

ServiceNow Tool

Microsoft 365 Troubleshooting

Cisco Phones

Tools

Outlook

VPN

Zoom

Job description

Overview

Technical Support Engineer:

Experience: 2-4 years

Location: Bengaluru

Responsibilities

• Technical Support skills, Active Directory, ServiceNow Tool, Voice process, International Voice process, Outlook, Microsoft 365 Troubleshooting
• Respond to requests for technical assistance by phone, email, chat.
• Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams.
• Knowledge on Service Now ticketing tool.
• Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave.
• Escalate problems (when required) to the appropriate teams.
• Maintain hygiene in ticket documentation, category selection and overall ticket quality.
• Identify and learn appropriate software and hardware used and supported by the firm.
• Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs.
• Extended working hours when business needs.
• Flexibility to work in rotational shifts and week offs.
• Ability to work under high pressure.

Qualifications

• 2-4 years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones.
• In depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them.
• Understanding on Active Directory, Networking, Messaging and Hardware necessary.
• Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365. Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service.
• Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom. Incident Management knowledge, experience with Turrets will be added advantage.
• Extended working hours when business needs.
• Flexibility to work in rotational shifts and week offs.
• Ability to work under high pressure.