IT Support Engineer - Ticketing System

Posting title : IT Support Engineer

Experience : 5+ Years

Location : Mumbai

Work mode : On-site

Primary skills : IT support, IT operations, troubleshooting, Client Management, Network Security

Qualification : Any Technical Degree

Roles & Responsibilities :

- Serve as the first point of contact for IT escalations via phone, email, and chat.

- Provide remote troubleshooting for user, software, and network issues.

- Manage tickets with accurate documentation and escalate complex issues to L3 teams.

- Collaborate with local vendors and the India IT team for problem resolution and system upgrades.

- Perform root cause analysis for recurring issues and implement preventive measures.

- Support deployments, upgrades, rollouts, and maintenance activities as per India IT guidelines.

- Deliver basic user training and security awareness sessions.

Scope of Devices & Systems Supported :

- End-User Devices: Laptops, desktops, printers, scanners, USB peripherals, and mobile devices.

- Applications & Systems: Windows OS, MS Office, Outlook, SAP, VPN clients, Active Directory (account unlocks, password resets, group policies).

- Networking & Connectivity: LAN/Wi-Fi troubleshooting, VPN, firewall/proxy issues, remote access tools (RDP, Citrix).

- Security Tools: Endpoint protection, antivirus, MFA authentication apps.

- Collaboration Tools: MS Teams, Zoom, WebEx, and other communication platforms.

- Vendor-Coordinated Infrastructure: Switches, routers, firewalls, shared office equipment (copiers, access systems).

Skills & Qualifications :

- Bachelors degree/diploma in Technology, Science, or related field.

- Strong communication, problem-solving, and customer service skills.

- Experience with IT ticketing systems and remote support tools.

- Knowledge of Windows OS, MS Office, VPN, AD, Outlook, SAP, and network troubleshooting.

- Relevant certifications (Microsoft, ITIL, Networking, Security) preferred.

- Experience in a BPO or IT vendor environment in India will be preferred.

- Previous experience supporting international clients, particularly those in different time zones.