Roles & Responsibilities

- Respond to user queries via email, phone, or ticketing tools in a timely and skilled manner.
- Perform basic troubleshooting for application, system, and access-related issues using standard procedures and knowledge articles.
- Log, track, and update support tickets with accurate information.
- Escalate unresolved issues to the appropriate support teams.
- Communicate clearly with users and provide regular updates on issue status.
- Follow Standard Operating Procedures (SOPs) and support processes.
- Learn new applications, tools, and technologies to support day-to-day operations.
- Work collaboratively with team members to ensure timely issue resolution.
- Demonstrate ownership, a proactive attitude,



and a willingness to take on new responsibilities.
- Be willing to work in a 24x7 rotational shift environment (mandatory).
- Keep knowledge documents updated whenever new learnings or process changes are introduced.
- Understand user issues by asking the right questions and gathering relevant information.
- Basic understanding of Operating Systems (Windows/Linux) and computer networking concepts.
- Familiarity with SQL and relational databases.
- Understanding of programming fundamentals and logical problem-solving

📌 Support Engineer (Bengaluru)
🏢 Virtusa
📍 Bengaluru