Job Information
- Date Opened 08/13/2026
- Job Type Permanent
- Relevant Work Experience 2-3 years
- Timings Rotational Shift - 6 Days Working
- Work Place Vadodara - Blossom
- Engagement Type Permanent
- Industry IT Services
- City Vadodara
- State/Province Gujarat
- Country India
- Zip/Postal Code 391101
About Us
We elevate businesses with Technology, Services and Industry-Specific Solutions.

www.rigelnetworks.com
Job Description

We are looking for an IT Customer Support Engineer to serve as the first point of contact for users facing IT-related issues. The ideal candidate will be responsible for logging, tracking, and following up on incidents through the ManageEngine portal, ensuring timely resolution, and maintaining solid communication with both users and technical teams.

This is an on-call role where you need to take inbound and outbound calls on IVR requiring flexibility to support rotational shifts and respond to urgent IT issues as needed, including outside regular working hours.
Key Responsibilities




- Interact with users to log incidents/tickets accurately in the ManageEngine ServiceDesk Portal.
- Take regular follow-ups with technicians on ticket status to ensure timely resolution within defined SLAs.
- Collect feedback from users upon ticket closure to ensure satisfactory resolution and service quality.
- Provide first-level troubleshooting support for IT hardware issues (desktops, laptops, printers, peripherals, etc.).
- Assist users with day-to-day IT tools such as O365, Active Directory (AD), Outlook, MS Office tools, PDF software, etc., if required but not on a regular basis.
- Provide basic support and troubleshooting for networking issues (LAN, Wi-Fi, connectivity, IP configuration, etc.).
- Escalate unresolved or critical issues to the appropriate technical teams and track them through to closure.
- Be available for on-call support during off-hours/emergencies as per the rotation schedule, ensuring critical issues are addressed promptly.
- Ma

📌 Tech Support Engineer (Vadodara)
🏢 Rigel Networks
📍 Vadodara