Support Engineer
Bengaluru, GoaFull-timeJunior levelPosted over a month ago
IT support role at Infinite Computer Solutions in Bengaluru and Goa.
About the role
Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues. Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.
What you'll do
- Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues
- Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction
- Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication
- Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents
- Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles
What you need
- Office 365
- ITIL
- ServiceNow
- Ticketing tools
- Hardware
- Troubleshooting
Good to have
- Active Directory
- TCP/IP
- Windows
- Networking
- Azure
- Root cause analysis