IT Support Engineer

Job Summary:

We are seeking a proactive and skilled IT Support Engineer to provide high-quality remote support and manage end-user tickets efficiently. This role requires excellent troubleshooting abilities, strong communication skills, and a focus on end-user satisfaction. Knowledge of cloud technologies will be a significant advantage. The candidate must have 3 to 5 years of experience and be willing to work the 2 PM to 11 PM shift.

Key Responsibilities:

1. **Remote Support:**

- Deliver remote assistance to end users, ensuring quick resolution of technical issues.

- Leverage remote tools to diagnose and resolve hardware, software, and connectivity problems.

2. **Ticket Management:**

- Address and resolve tickets related to end-user issues within SLA timelines.

- Accurately document, update, and close tickets in the ticketing system.

3. **Communication & Collaboration:**

- Communicate effectively with end users and stakeholders in a professional manner.

- Provide timely updates on ticket status and ensure a high level of user satisfaction.

4. **Device & Application Support:**

- Install, configure, and troubleshoot applications on desktops, laptops, and mobile devices.

- Manage hardware setup, replacements, and routine maintenance.

5. **System Administration:**

- Administer and manage user accounts in Active Directory/Azure AD, Intune & Office 365 environments.

- Handle user onboarding, offboarding, and basic access requests.

6. **Proactive Monitoring & Training:**

- Identify recurring issues and recommend solutions to minimize downtime.

- Educate users on best practices and basic troubleshooting techniques.

Requirements

·         Degree/Master’s in Engineering (Software/IT/Information is preferred)

·         4+ Years of experience in IT.

·         Software/Healthcare industry experience preferred.

·         IT support experience in managing laptops (windows &. Mac) & Mobile Devices (Android &. iPhone)

·         Experienced in Windows Server & Active Directory

·         Knowledge in Office 365 / Azure AD, Intune, VPN and Remote Access & antvirus software