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Technical Support Engineer -SD

ConfidentialBengaluru / Bangalore

30+ days ago

Job description

Role : L2 Technical Support Engineer

Who are we looking for

Level 2 Technical Support Engineer

Years of experience needed - 0 - 2 years.

Technical Skills :

Hands-on experience with Windows / Mac OS environments
Excellent problem-solving and communication skills
Hands-on experience with Windows / Mac OS environments
Good understanding of computer systems, mobile devices, and other tech products
Familiarity with remote desktop applications and help desk software (e.g. Webex, LogMeIn, Bomgar)
Knowledge on Citrix Virtual Apps, AWS technology and Desktop.
Basic knowledge on Virtualization technology.
Graduate 1+ years of relevant experience.

Management Skills :

Knowledge on Ticketing tools (e.g. ServiceNow, RemedyForce)

Familiar to the Citrix, AWS environment

Aware of ITSM Process (Incident management)

Inbound calls taking

Talk to End Users through a series of actions, either via phone, email, or chat, until they ve solved a technical issue.

Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)

Prioritize and manage several open issues at one time.

Document technical knowledge in the form of notes and manuals.

Refer to internal database or external resources to provide accurate tech solutions.

Behavioral Skills :

Ability to diagnose and troubleshoot basic technical issues.

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role

Provide prompt and accurate feedback to customers.

Ensure all issues are properly logged.

Certification :

MCSE, CCA, ITIL foundation is an added advantage (not mandatory).

Skills Required

Incident Management, Mcse, Technical Support

Technical Support Engineer • Bengaluru / Bangalore