Technical Support
- Indore, India
- Permanent

Job Title: Technical Support Engineer

Job Purpose:To handle customer calls and assist end user on Desktop/Laptop related issues.

Qualification: Bachelor’s degree with knowledge of IT

Certification: Microsoft products and ITIL Processes

Experience: 3 Years

Responsibilities:
- Use phone etiquette while dealing with users
- Excellent communications skills in English.
- Provide first level support to users and improve first level resolution percentage.
- Prioritize and manage multiple support requests simultaneously.
- Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.
- Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support and on-site assistance as needed.
- If immediate resolution is not possible, assign requests to second level personnel
- Communicate with users regarding use of FAQs, Policies, and Procedures.
- Proactively look at root causes for repeated incidents.




- Track progress and provide call status information to users
- Provide management reports (Statistics, Trend analysis, Corrective Action)
- Perform software installations (individual and group rollouts)
- Manage knowledgebase, FAQs, etc.
- Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.
- Notify support personnel about variance and update Service Desk System for reasons and justification.
- Improve skills in line with the new technology roll outs in the IT Department
- Provide guidance to Service Desk Team members and share the knowledge
- Communicate with users regarding recent services, planned service disruptions and other bulletin messages
- Establish process to facilitate knowledge transfer and foster services sustainability
- Perform other duties and responsibilities related to the job and as assigned by line Manager.
- Knowledge of ITIL processes is must and certification will be an added adv

📌 Technical Support Engineer (Indore)
🏢 Intertec Systems
📍 Indore