Technical Support Engineer (IT Service Desk)

Advantmed; Gandhinagar; On-site; INR 350,000 - 550,000; Full time

Job summary

Advantmed in Gandhinagar, Gujarat, seeks a Technical Support Engineer for a night shift to support our global employee base. You will diagnose and resolve issues spanning O365, Windows OS, networking basics, VPN and security tools, providing end-to-end support.

You will own problems from submission to resolution, document outcomes and collaborate with cross-functional IT teams to improve first-contact resolution. Strong English and a customer-centric mindset are essential.

Qualifications

• Graduate in any discipline with knowledge of Windows OS installation and troubleshooting, O365 and licensing, Windows servers OS and related roles.
• Familiarity with DNS, DHCP, IP, VPN and endpoint security products.
• ITIL and ITSM concepts knowledge.
• At least 2 years of experience serving global IT customers.
• Certifications like Microsoft/Cisco/RedHat are a plus.
• Excellent English communication (written & verbal).
• Customer-centric, problem solver, team player.

Responsibilities

• Serve as the first point of contact for technical support via phone, email, chat or remote.
• Take ownership of end-user problems from submission to resolution.
• Investigate, diagnose and resolve endpoint software and hardware issues.
• Address OS/application/network/ VPN/ O365 related queries for global customers.
• Investigate issues with step-by-step technical actions for resolution.
• Ensure accurate ticket documentation, categorization and classification.
• Ensure process adherence and service delivery compliance.
• Escalate complex problems to higher level as needed.
• Collaborate with cross-functional IT teams to resolve major incidents.
• Work in 24x7 rotational shift to provide IT support as scheduled.
• Identify opportunities to improve First Contact Resolution.
• Handle IT projects related to grants, hardware, software introductions/terminations, patches, etc.
• Manage user onboarding/offboarding activities as per process.

Skills

Windows OS troubleshooting

O365 applications

Networking basics

DNS/DHCP/IP

AD/User management

Customer service

ITIL/ITSM concepts

English communication

Problem solving

Team player

Education

Graduate in any discipline

Tools

Windows Servers OS

VPN

Two Factor Authentication

BitLocker/Endpoint security

Job description

Shift timings : 7:00 PM - 4:30 AM (Night Shift)

Technical support engineer at IT Service Desk provides technical support to internal employees. This role requires an aptitude for working with applications, systems, servers, O365 suites applications to undertake analysis, diagnosis, and resolution of user problems, which may range from straightforward to more complicated technical issues. The role will be focused on modernizing customer experience for our global employee base at Advantmed, focused on enabling self-service and accelerating the productivity needs of our employee base.

Responsibilities and Duties:

1. Serve as the first point of contact for customers seeking technical assistance / support over the phone, email, chat or remote.
2. Take complete ownership of an end user problem, starting from request submission till resolution.
3. Investigate, diagnose, and solve varied Endpoint software and functionality problems.
4. Address Hardware/Connectivity/OS/VOIP/Email/O365 Applications/Two Factor authentication/VPN and likewise system and business applications related queries of our global customers.
5. Investigate OS level, Application-level or any software/hardware product related issues with logical technical findings and relate it to technical resolution in a step-by-step action for resolution to issues.
6. Ensure ticket documentation, categorization and classification are precise.
7. Ensure compliance and process adherence in all transaction and service delivery.
8. Escalates complex problems to higher level of expertise within organization.
9. Partner with cross-functional IT teams to assist with troubleshooting Major Incidents impacting IT services as needed.
10. Work in 24X7 rotational shift to provide round the clock IT Support to customers as per scheduled shift roster.
11. Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions, proactive documentation/communication.
12. Take ownership and deliver on tasks assigned related various IT projects related to grants, hardware, inventory, new software/application introduction/termination, security software rollout / upgrade, patch management, etc.
13. Manage user onboarding/offboarding IT activities as per defined process.

Desired skills & competencies:

1. Graduate in any discipline having knowledge of windows desktop O.S. installation and troubleshooting, O365 Applications and licensing, Windows servers OS and various roles understanding, understanding of basic networking, LAN infrastructure, Windows AD Understanding for usage in enterprise environment, Desktop/Laptop/Server Hardware related troubleshooting, Tablets, software applications installations, OS patches management.
2. Good understanding of DNS, DHCP, IP, Wireless, Virtual Private Network, endpoint security, Anti-Virus products, Encryption products like bit locker, Two factor authentication products, AD User/Group management, Email protocols.
3. Knowledge of customer service principles and practices, ITIL and ITSM concepts.
4. At least 2 years of experience serving global customers in IT Industry.
5. Microsoft/Cisco/RedHat Certifications are added advantage.
6. Excellent English communication skill (both Written & Verbal)
7. Customer-centric
8. Problem Solver
9. Team player