Technical Voice Support Engineer

Coforge; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Coforge in Bengaluru seeks a Senior Associate Infrastructure to manage IT incidents and service requests, ensuring timely resolution within SLAs. You will handle password resets, access setup, and software installations while supporting users across hardware, software, and Office 365.

You will assist with remote technical support, maintain ticket documentation, and contribute to knowledge sharing, following ITIL-aligned procedures in a dynamic client environment.

Qualifications

• Hands-on experience in an IT Service Desk / End-User Support role (or equivalent).
• Hands-on with Okta, VPN/Global Protect, Microsoft Teams, BitLocker.
• Strong understanding of Incident, Service Request, and Change processes in ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice).
• Experienced in providing remote technical support using tools like Bomgar for secure troubleshooting and issue resolution.
• Networking fundamentals: DNS/DHCP, proxy, firewall basics, SSL/TLS certificates.
• Excellent customer service, communication, documentation, and time management skills.
• Familiarity with ITSM/ITIL processes (ITIL certification is a plus)

Responsibilities

• Handle IT incidents and service requests via phone, email, chat, or ticketing tools in a 24x7 environment.
• Log, classify, priorities, and resolve issues within defined SLAs.
• Troubleshoot hardware, software, network, login/access, and Office 365-related problems.
• Perform account management tasks such as password resets, access setup, and software installations.
• Escalate unresolved issues to higher support levels with clear documentation.
• Provide users with timely updates, guidance, and standard solutions.
• Maintain accurate ticket records and contribute to the knowledge base.
• Follow IT policies, security standards, and operational procedures.

Skills

IT Service Desk

Customer service

Remote technical support

Documentation

Time management

Tools

Okta

VPN/Global Protect

Microsoft Teams

BitLocker

ServiceNow

Jira Service Management

Freshservice

Bomgar

DNS/DHCP basics

Proxy/Firewall basics

SSL/TLS certificates

Job description

This position is not International Voice Technical Support,

Job Title : Senior Associate Infrastructure

Location : Bangalore, Marathahalli (Client Location)

Shift : Rotational

• Handle IT incidents and service requests via phone, email, chat, or ticketing tools in a 24x7 environment.
• Log, classify, priorities, and resolve issues within defined SLAs.
• Troubleshoot hardware, software, network, login/access, and Office 365-related problems.
• Perform account management tasks such as password resets, access setup, and software installations.
• Escalate unresolved issues to higher support levels with clear documentation.
• Provide users with timely updates, guidance, and standard solutions.
• Maintain accurate ticket records and contribute to the knowledge base.
• Follow IT policies, security standards, and operational procedures.

Skills & Qualifications

• Hand on experience in an IT Service Desk / EndUser Support role (or equivalent).
• Handson with Okta, VPN/Global Protect, Microsoft Teams, BitLocker.
• Strong understanding of Incident, Service Request, and Change processes in ITSM tools (e.g., ServiceNow, Jira Service Management, Fresh service).
• Experienced in providing remote technical support using tools like Bomgar for secure troubleshooting and issue resolution.
• Networking fundamentals: DNS/DHCP, proxy, firewall basics, SSL/TLS certificates.
• Excellent customer service, communication, documentation, and time management skills.
• Familiarity with ITSM/ITIL processes (ITIL certification is a plus)