Job Summary:

We are looking for a proactive and customer-focused Technical Support Engineer with 2-5 years of experience in providing IT infrastructure and end-user support. The ideal candidate should have hands-on experience in troubleshooting hardware, software, and network-related issues while ensuring high service quality and adherence to SLAs. Experience with IT Service Management (ITSM), IT Asset Management (ITAM), Service Management platforms, and Patch Management is mandatory.

Key Responsibilities:

- Provide Level 1 and Level 2 technical support for desktops, laptops, printers, mobile devices, and peripheral equipment.
- Diagnose and resolve hardware, software, operating system, and network-related issues.
- Install, configure, upgrade, and maintain Windows operating systems and enterprise applications.
- Manage user accounts, permissions, and access using Active Directory and Microsoft 365.
- Respond to incidents, service requests, and change requests within defined SLA timelines.
- Monitor, prioritize, and resolve support tickets through ITSM tools.
- Perform root cause analysis and implement preventive measures for recurring issues.
- Coordinate with internal teams and third-party vendors to resolve complex technical problems.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
- Support onboarding and offboarding activities, including device provisioning and user account setup.
- Maintain accurate inventory records and lifecycle management of IT assets using ITAM tools.
- Plan, deploy, monitor, and validate operating system and application patches to ensure compliance and security.
- Assist in endpoint management, software deployment, and system health monitoring.
- Ensure compliance with organizational IT policies, security standards, and best practices.
- Participate in system maintenance activities, upgrades, and scheduled after-hours support when required.





Required Skills:

- Strong knowledge of Windows 10/11, Microsoft Office, Microsoft 365, and Active Directory.
- Hands-on experience in desktop, laptop, printer, and peripheral troubleshooting.
- Good understanding of TCP/IP, DNS, DHCP, VPN, and basic networking concepts.
- Experience with remote support tools and endpoint management solutions.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to prioritize tasks and work effectively in a fast-paced environment.

Mandatory Experience:

Candidates must have hands-on experience in the following areas:

- IT Service Management (ITSM) processes, including Incident, Problem, Change, and Service Request Management.
- Working with Service Management platforms.
- IT Asset Management (ITAM), including asset inventory, lifecycle management, software licensing, and asset tracking.
- Patch Management, including planning, deployment, monitoring, compliance reporting, and troubleshooting using enterprise patch management tools (e.g., Microsoft Intune, SCCM/MECM, WSUS, or equivalent).

Preferred Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Certifications such as ITIL Foundation, Microsoft Certified, CompTIA A+, Network+, or equivalent are preferred.
- Experience with endpoint management tools such as Microsoft Intune, SCCM/MECM, or similar solutions is an added advantage.
- Exposure to cloud platforms such as Microsoft Azure or AWS is desirable.

Key Competencies:

- Customer-centric approach
- Solid troubleshooting and analytical skills
- Time management and prioritization
- Team collaboration
- Documentation and reporting
- Adaptability and continuous learning

Experience Required:

- 2-5 years of relevant experience in Technical Support, Desktop Support, or IT Support.
- Proven experience working in enterprise IT environments supporting end users and IT infrastructure.

📌 Technical Support Engineer (Bengaluru)
🏢 Hash 1 Ip Services
📍 Bengaluru