Technical Support Executive

Softcell Technologies; Mumbai; On-site; INR 360,000 - 540,000; Full time

Job summary

Softcell Technologies in Mumbai is seeking a hands-on IT Support Engineer to provide technical assistance to customers via remote, phone, or email, and to escalate unresolved issues. You will handle L2 support, coordinate with OEMs and customers, prepare documentation, and design operational processes.

With 3+ years of IT support experience and strong knowledge of ManageEngine tools, you will work hands-on with applications and deliver demos to customers. This is an onsite role in Mumbai.

Qualifications

• Minimum 3+ years of hands-on IT experience.
• Strong understanding of ManageEngine Unified Endpoint Management and ITSM ServiceDesk Plus.
• Excellent problem-solving and attention to detail.
• Strong communication and interpersonal skills.
• Relevant certifications in ManageEngine products are a plus.
• Good understanding of Networking fundamentals and protocols (TCP/IP, DNS, DHCP, Telnet, Ping, NSLookup).
• Basic knowledge of Windows Active Directory and DNS.

Responsibilities

• Provide technical support to customers via remote, telephone, or email.
• Escalate unresolved issues to the appropriate support teams.
• Handle L2 support by interacting with customers and resolving queries.
• Prepare documentation.
• Coordinate with OEMs and customers.
• Design and maintain operational processes.
• Work hands-on with applications.
• Provide demos to customers.

Skills

3+ years IT support experience

ManageEngine UEM

ITSM (ServiceDesk Plus)

Problem solving

Communication skills

ManageEngine certifications a plus

Networking fundamentals

Windows AD and DNS basics

Education

B.E./B.Tech./M.Tech in IT/CS

BCA/MCA

Tools

ManageEngine UEM

ServiceDesk Plus

Job description

Job Description:

• Provide technical support to customers via remote, telephone, or email.
• Escalate unresolved issues to the appropriate support teams.
• Handle L2 support by interacting with customers and resolving queries.
• Prepare documentation.
• Coordinate with OEMs and customers.
• Design and maintain operational processes.
• Work hands-on with applications.
• Provide demos to customers.

Desired Skills:

• Proven hands-on IT experience (minimum 3+ year).
• Strong understanding of ManageEngine Unified Endpoint Management, ITSM (ServiceDesk Plus).
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Relevant certifications in ManageEngine products are a plus.
• Good understanding of Networking fundamentals and protocols (e.g., TCP/IP, DNS, DHCP, Telnet, Ping, NSLookup).
• Basic knowledge of Windows Active Directory and DNS.
• Excellent communication skills.

Education:

• B.E. / B.Tech / M.Tech in IT / Computer Science (preferred)
• BCA / MCA from a recognized institution.