IT Support Engineer

Role : IT Support Engineer Job description : - The candidate needs to provide comprehensive technical support to CloudKaptan employees. - Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system, all in a timely manner, in accordance with team standards. - Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing proposed fixes, and follow-up to ensure the problem has been resolved. - Maintaining Asset Inventory according to company policies. - Coordinate with Sales and Procurement Partner ensuring timely delivery of new resources. - Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users. - Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely. - Assists with activities to triage and escalate any system or network outage to reduce downtime. - Installing and configuring user laptops/desktops/mobile devices - Responding to L1/L2 IT support requests - Interact with users to diagnose software, networking, or hardware issues - Providing technical support on-site or via remote-access systems. Conduct screenshare sessions if required - Repairing hardware malfunctions, software issues, and networking problems - Properly escalate unresolved issues to engineering team - Ensure all issues are properly logged - Prioritize and manage several open issues at one time - Will be required to participate in 24x7 on-call rotation - End user education on newer tools and systems being implemented - On boarding and off boarding activities related to IT. - L1/L2 knowledge in networking- - Basic networking knowledge about TCP/IP, LAN, WAN, routers, access points & switches - Collaborating with the IT department on the deployment and maintenance of network technologies. Installing, configuring, and updating network software as well as maintaining hardware and network devices. Candidate's Basic Qualification : - Bachelor's degree in Computer science or IT-related field. - Must have knowledge of Mac OS and Microsoft Windows 10. - Strong verbal and written skills and proven ability to communicate with technical and non-technical staff. - Display a commitment to quality and strong multi-tasking skills. - Adherence to shift schedules and timeliness are key requirements Candidate's Preferred Qualification : - Advanced MacOS systems administration skills. - Strong troubleshooting skills in very complex systems. - Experience with MDM tools like In Tune, Jamf, ManageEngine, Munki, etc - Ability to explain complex IT concepts in simple term (ref:hirist.tech)

Location: India, IN

Posted Date: 4/29/2024