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