We are looking for a Technical Support Engineer with 1 -4 years of experience in a voice-based support environment. The role involves handling inbound/outbound calls, providing technical assistance, ensuring strict process adherence (especially for security-sensitive requests) and delivering a high-quality customer experience.

This role requires strong communication skills, troubleshooting ability, and disciplined compliance with verification and operational procedures.

Key Responsibilities

- Handle inbound technical support calls in a professional and structured manner
- Diagnose and troubleshoot issues related to:
- Password resets & account unlocks
- MFA resets
- Email and collaboration tools
- VPN and connectivity
- Basic desktop / application issues
- Provide step-by-step guidance to end users
- Strictly follow identity verification procedures before performing resets
- Adhere to password reset and MFA reset protocols
- Validate registered mobile numbers and follow callback process when required
- Escalate suspected social engineering attempts
- Maintain detailed and accurate call documentation
- Log incidents and service requests in ITSM tool accurately




- Capture troubleshooting steps clearly
- Ensure proper categorization and priority assignment
- Update tickets with complete work notes and closure details
- Demonstrate transparent communication and active listening
- Maintain professionalism and composure during challenging calls
- Follow call scripts and quality guidelines
- Escalate complex issues to L2/L3 teams as per SOP
- Follow defined escalation matrix
- Participate in refresher trainings and compliance sessions

Skills & Qualifications

- 1-4 years of experience in a technical support / service desk voice process
- Strong troubleshooting skills (Windows, email, VPN, basic networking)
- Excellent spoken and written English communication skills
- Strong understanding of identity verification protocols
- Experience using ITSM tools (ServiceNow preferred)
- Ability to work in rotational shifts

Note:

Immediate candidates preferred.

Good communication skills and Articulation is required.

Only candidates who are currently in Bangalore preferred

📌 Technical Support Engineer (Bengaluru)
🏢 Ascendion Engineering
📍 Bengaluru