Job Summary
The IT Support Engineer is responsible for providing technical support to end users, maintaining computer systems, troubleshooting hardware and software issues, and ensuring the smooth operation of the organization's IT infrastructure. The role requires excellent problem-solving skills, technical knowledge, and strong customer service abilities.
Key Responsibilities
- Provide first-level and second-level technical support to employees.
- Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
- Troubleshoot hardware, software, network, and system-related issues.
- Install and update operating systems, software applications, and security patches.
- Create, manage, and deactivate user accounts in Active Directory, Microsoft 365, and other business applications.
- Configure and support email accounts, Microsoft Outlook, and Microsoft Teams.
- Monitor and maintain LAN, Wi-Fi, VPN, and internet connectivity.
- Maintain IT assets and keep inventory records up to date.
- Respond to service requests and incidents within agreed service levels (SLAs).
- Escalate complex technical issues to senior IT staff or vendors when required.
- Perform regular system backups and support disaster recovery activities.
- Ensure compliance with IT security policies and data protection standards.
- Prepare and maintain technical documentation, user guides, and troubleshooting procedures.
- Provide user training and guidance on IT systems and best practices.
Required Qualifications
- Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.
- 2–3 years of experience in IT support or helpdesk (or as required by the organization).
- Certifications such as CompTIA A+, Network+, Microsoft, or Cisco are an added advantage.
Required Skills
- Knowledge of Windows 10/11 and Windows Server environments.
- Experience with Microsoft 365, Outlook, Teams, and Active Directory.
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
- Familiarity with printers, scanners, and peripheral devices.
- Experience with remote desktop support tools.
- Basic understanding of antivirus, endpoint security, and cybersecurity best practices.
- Strong troubleshooting and analytical skills.
- Excellent communication and customer service skills.
- Ability to prioritize tasks and work independently.
Preferred Skills
- Experience with cloud platforms such as Microsoft Azure or AWS.
- Knowledge of virtualization technologies (VMware or Hyper-V).
- Experience with IT ticketing systems and asset management tools.
- Basic scripting knowledge (PowerShell or Batch).
Working Conditions
- Full-time position.
- May require occasional after-hours or weekend support.
- May involve travel between office locations, if applicable.
Key Performance Indicators (KPIs)
- Ticket resolution within SLA.
- First-call resolution rate.
- System and network uptime.
- User satisfaction score.
- Asset inventory accuracy.
- Timely completion of preventive maintenance and updates.
Job Type: Full-time
Pay: From ₹25,000.00 per month
Education:
Work Location: In person
