Technical Support Engineer

Job Summary :

The Technical Support Engineer will be responsible for providing 24 / 7, 365-day support to triage and troubleshoot technical incidents escalated from the Service Desk Tier 1 team. The role involves resolving network, hardware, and software issues as per Standard Operating Procedures (SOPs) and ensuring timely and accurate documentation in ServiceNow.

Key Responsibilities :

• Provide technical support for computer networking components including IP addressing, DNS, network switches, domain controllers, and DHCP.
• Troubleshoot and support computer peripherals such as printers, scanners, payment card readers, and USB / serial / parallel devices.
• Handle computer components including hard drives (RAID), memory, and other hardware issues.
• Manage and resolve 3000 monthly tickets in ServiceNow with detailed resolution notes.
• Escalate issues to Tier 3 functional groups (POS, SPC, Retail Payment, HHPOS, NGPOS, DT DPM, ISC Support, etc.) when required.
• Utilize tools like Splunk, Python, and PowerShell for monitoring, diagnostics, and automation.
• Maintain high customer satisfaction by ensuring quick response and resolution times.

Skills Required :

Skills Required

Technical Support, Python, Splunk, Troubleshoot, Crm, Itil