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Rājkot

    IT Support Engineer - rajkot, India - Aricent

    Aricent
    Aricent rajkot, India

    4 weeks ago

    Default job background
    Technology / Internet
    Description

    Role :
    IT Support Engineer


    Job description :

    • The candidate needs to provide comprehensive technical support to CloudKaptan employees.
    • Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system, all in a timely manner, in accordance with team standards.
    • Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing proposed fixes, and followup to ensure the problem has been resolved.
    • Maintaining Asset Inventory according to company policies.
    • Coordinate with Sales and Procurement Partner ensuring timely delivery of new resources.
    • Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
    • Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
    • Assists with activities to triage and escalate any system or network outage to reduce downtime.
    • Installing and configuring user laptops/desktops/mobile devices
    • Responding to L1/L2 IT support requests
    • Interact with users to diagnose software, networking, or hardware issues
    • Providing technical support onsite or via remoteaccess systems. Conduct screenshare sessions if required
    • Repairing hardware malfunctions, software issues, and networking problems
    • Properly escalate unresolved issues to engineering team
    • Ensure all issues are properly logged
    • Prioritize and manage several open issues at one time
    • Will be required to participate in 24x7 oncall rotation
    • End user education on newer tools and systems being implemented
    • On boarding and off boarding activities related to IT.
    • L1/L2 knowledge in networking
    • Basic networking knowledge about TCP/IP, LAN, WAN, routers, access points & switches
    • Collaborating with the IT department on the deployment and maintenance of network technologies.
    Installing, configuring, and updating network software as well as maintaining hardware and network devices.


    Candidate's Basic Qualification :

    • Bachelor's degree in Computer science or ITrelated field.
    • Must have knowledge of Mac OS and Microsoft Windows 10.
    • Strong verbal and written skills and proven ability to communicate with technical and nontechnical staff.
    • Display a commitment to quality and strong multitasking skills.
    • Adherence to shift schedules and timeliness are key requirements

    Candidate's Preferred Qualification :

    • Advanced MacOS systems administration skills.
    • Strong troubleshooting skills in very complex systems.
    • Experience with MDM tools like In Tune, Jamf, ManageEngine, Munki, etc
    • Ability to explain complex IT concepts in simple term
    )
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