JOB DESCRIPTION
The ICT Support Engineer is responsible for providing first-level technical support to end users by installing, configuring, maintaining, and troubleshooting IT hardware, software, Microsoft 365 applications, and network-related issues. The role ensures smooth IT operations, timely incident resolution, system security, and excellent user support in a 24x7 operational environment.Provide first-level technical support for desktops, laptops, printers, and peripheral devices.
Key Responsibilities
- Install, configure, and troubleshoot operating systems, software applications, and Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive, Exchange).
- Resolve hardware, software, network, VPN, Wi-Fi, and user account issues within defined SLAs.
- Support LAN/WAN connectivity, meeting room AV systems, and video conferencing tools.
- Maintain endpoint security, antivirus solutions, software updates, and compliance with IT security policies.
- Manage IT assets, maintain documentation, and update incident records.
- Assist users through phone, email, remote support, and onsite visits while ensuring high customer satisfaction.
- Coordinate with internal teams or vendors for issue escalation and resolution.
Key Skills & Competencies
- Strong troubleshooting skills in hardware, software, networking, and Microsoft 365.
- Good understanding of Windows OS, Active Directory, LAN/WAN, VPN, and endpoint security.
- Excellent communication, analytical, and problem-solving skills.
- Ability to prioritize multiple tasks, work independently, and perform effectively in a 24x7 shift environment.
- Team player with a customer-focused attitude and strong documentation skills.
Key Result Areas (KRAs)
- Timely resolution of IT support tickets within SLA.
- High availability of end-user systems and IT services.
- Effective management of IT assets and documentation.
- Compliance with IT security policies and organizational standards.
- High end-user satisfaction through quality technical support.
Pay: ₹600,000.00 - ₹650,000.00 per year
Benefits:
- Health insurance
- Life insurance
- Provident Fund
Work Location: In person
