Technical Support Engineer

Bluechip Gulf It Services; Vadodara; On-site; INR 300,000 - 600,000; Full time

Job summary

Bluechip Gulf It Services in Vadodara is seeking a technically strong support specialist to provide second-level assistance via phone, email, and remote sessions. You will diagnose complex software/hardware/network issues and escalate where needed.

Key focus areas include networking concepts, firewalls, databases, and Microsoft 365, with emphasis on documenting steps and building knowledge bases for the team.

Qualifications

• Proficiency in Windows, Linux, and macOS operating systems.
• Strong networking concepts knowledge (TCP/IP, DNS, Active Directory, VPN).
• Experience with firewalls (Sophos, FortiGate).
• Familiarity with MSSQL and MySQL databases.
• Experience with support ticketing systems and remote support tools.

Responsibilities

• Provide second-level technical support to customers via phone, email, and remote sessions.
• Diagnose and resolve complex technical issues related to software, hardware, and network configurations.
• Escalate unresolved issues to Level 3 support or appropriate teams as necessary, ensuring timely resolution.
• Analyze logs, errors, and system configurations to identify root causes of issues.
• Document troubleshooting steps and resolutions in the ticketing system.
• Create and update knowledge base articles to assist customers and support staff.
• Share knowledge with team members through training sessions and collaboration.
• Maintain deep understanding of company products and services and stay updated on new features and trends.

Skills

Windows

Linux

macOS

Networking concepts

Firewalls

Microsoft 365

Databases

MSSQL

MySQL

EPABX

Biomatrix

Remote support tools

Ticketing systems

Tools

Ticketing systems

Remote support tools

Job description

Candidates who want to relocate to Vadodara, Gujarat can apply only

Role & responsibilities

1. Customer Support:Provide second-level technical support to customers via phone, email, and remote sessions.

Diagnose and resolve complex technical issues related to software, hardware, and network congurations.

-> Escalate unresolved issues to Level 3 support or appropriate teams as necessary, ensuring timely resolution.

2. Technical Troubleshooting: Analyse logs, error messages, and system congurations to identify root causes of issues.

->Utilize debugging tools and techniques to perform thorough investigations.

->Reproduce customer issues in a lab environment to understand problems and develop

solutions.

3. Documentation and Knowledge Management: Document troubleshooting steps and resolutions in the ticketing system.

->Create and update knowledge base articles to assist customers and support sta .

->Share knowledge with team members through training sessions and collaboration.

4. Product Knowledge:

->Maintain deep understanding of company products and services.

->Stay updated on new features, functionalities, and technology trends.

->Provide feedback to product development teams regarding customer issues and

enhancement requests.

Preferred candidate profile

Technical Skills

• Prociency in operating systems (Windows, Linux, macOS).
• Strong understanding of Networking Concepts (TCP/IP, DNS, Active Directory-Domain Controller, VPN)

• Strong understanding in Firewalls (Sophos, FortiGate etc.)
• Strong understanding in Microsoft Products (Email Migration, Outlook, Microsoft O ice 365 Admin Panel etc.)

• Familiarity with databases (MSSQL, MySQL etc.)
• Knowledge of Biomatrix, EPABX
• Experience with support ticketing systems and remote support tools.

Perks and benefits