Job Description

Job Responsibilities for IT Support Engineer

Technical Support & Troubleshooting

Provide service and support for software, hardware and networking issues.

Do diagnosis and resolve basic system errors, application bugs and connectivity issues.

Guide users through troubleshooting steps, installations and configurations offsite if required

Act as the inalescalation point { L3} for complex system failures, security breaches and service disruptions.

Maintain and continuously improve incident management, problem resolution and service request fulfillment.

Conduct root cause analysis (RCA) and implement preventive measures for recurring technical issues.

Customer Interaction and Query Handling

Respond to technical support requests via phone, email, chat, or ticketing system.

Maintain polite and professional communication with end-users.

Documents all issues, solutions and escalations accurately in the helpdesk system.

Issues Escalation and Collaboration

Escalate unresolved or complex issues to L2 or L3 support or OEMs support centers or to peers etc. and then resolve issues.

Coordinate with different departments to ensure timely resolution of issues.

Follow up on open tickets to ensure they are resolved within SLA timelines.

Foster a culture of continuous learning, collaboration and operational excellence within team.

System Monitoring and Maintenance

Perform routine system health checks and preventive maintenance.

Monitor IT Infrastructure for alerts, errors, or potential failures.

Assist in patching, software updates and minor hardware replacement and maintain log.

Documentation and Process Adherence

Maintain a knowledge base of common issues and solutions.

Follow ITIL best practices and company defined SLAs.

Assist in training end users on basic IT troubleshooting and security best practices.

Optimize IT assets, licensing and contract management in collaboration with procurement teams.

Job Type: Full-time

Pay: ?10,000.00 - ?12,000.00 per month

Benefits:

Provident Fund
Shift:

Fixed shift Rotational shift
Education:

Bachelor's (Preferred)
Experience:

Total : 1 year (Preferred) IT support: 1 year (Preferred)
Location:

Muzaffarpur, Bihar (Preferred)
Willingness to travel:

50% (Preferred)
Work Location: In person