L2 Technical Supprt Engineer - Windows/Mac OS

Job Description : - Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues - Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment, using SCCM and JAMF. - Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler. - Asset management and tracking using ServiceNow (SNOW) for accurate inventory control. - Provide timely resolutions for hardware and software issues, ensuring user satisfaction. - Properly escalate unresolved issues to appropriate internal teams (e.g.software developers) - Provide prompt and accurate feedback to customers - Refer to internal knowledge bases or external resources to provide accurate tech solutions - Ensure all issues are properly logged - Prioritize and manage several open issues at one time - Follow up with clients to ensure their IT systems are fully functional after troubleshooting - Prepare accurate and timely reports - Document technical knowledge in the form of KB Articles - Maintain good relationships with clients Technical Experience: - Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs. - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role - Hands-on experience with Windows/Linux/Mac OS environments - Good understanding of computer systems, mobile devices and other tech products - Excellent problem-solving and communication skills - Ability to provide step-by-step technical help, both written and verbal - Familiarity with ITSM tools like ServiceNow, JIRA for ticket management. Professional Attributes: - Excellent customer service skills and the ability to communicate effectively with non-technical users. - Self-starter with the ability to work independently and efficiently. - Physical ability to manage IT equipment installations and movements. - Adaptable and flexible to meet varying work schedules and environment. Educational Qualifications: Bachelor's/Master's (ref:hirist.tech)

Location: Bangalore, IN

Posted Date: 5/3/2024