Support Engineer

Experience: 2 to 3 years

Location: Bengaluru, India

Skills: ITIL, Active Directory, MS Outlook, VPN, Wi-Fi, O365, ticketing tools, Service Now, Remedy, ITSM, Incident management, Service Requests, Customer handling

Job Summary
To resolve the tickets raised as per the defined standards of time| cost and quality for increased customer satisfaction.

Key Responsibilities
1. To troubleshoot and resolve tickets raised by the clients.
2. To document all the defined processes and the methods of resolving the ticket| troubleshooting| etc.
3. To interface with customers for ticket clarification/resolution
4. To update self on latest technologies and related areas

Skill Requirements
Graduates with 2 – 3 years of experience in similar experience of service delivery
ITIL certified qualified (Optional)
Good knowledge on Active Directory Concepts
Good Knowledge and sound technical troubleshooting knowledge on MS Outlook, VPN issues,



Wi-Fi issues related issues
Good Knowledge on O365. Good knowledge on creation of Active Directory accounts.
Good Knowledge on ticketing tools (Service Now, Remedy)
Answer requests / calls from end users related to hardware, software, general computer operations
Prioritize calls according to priority matrix
Remote resolution capability with tool knowledge
Provide first level resolution based on SOP and KEDB. Good knowledge on ITSM concepts. (Incident management, Service Requests)
Maintaining ITIL based Documentation
Give pending call status on daily basis

Other Requirements
Good Verbal and Written Communication skills in English required
Highly Motivated with positive attitude
Capability to adhere to process
Solid Customer handing skills
Willingness to provide value addition to client.

📌 Support Engineer (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru