Designation: Technical Support Engineer

Experience: 5+ years

Location: Bangalore

Job Summary

The IT OD Equipment Technician quickly resolves technical issues, communicates clearly, and supports eyecare equipment. This role enhances the company's technological efficiency.

Essential Duties and Responsibilities

· Install and configure desktop and laptop computers, as well as peripherals such as printers and USB-connected optometry testing equipment, frequently via remote access.

· Configure and provide support for mobile devices including iOS (iPhone and iPad) and Android platforms.

· Diagnose and document solutions for issues related to medical devices and associated software.

· Troubleshoot and record resolutions for hardware and software challenges on Windows and Mac systems.

· Resolve advanced network connectivity problems.

· Collaborate with security and compliance teams to configure secure network sharing for medical devices and related equipment.

· Document comprehensive work notes in the service management ticketing system regarding actions taken for issue resolution.

· Coordinate with vendors, equipment support contractors, and onsite non-technical personnel to effectively resolve issues remotely.

· Escalate service requests to management promptly when necessary.

· Communicate professionally with associates at all levels, demonstrating exceptional patience.

· Assist management with priority service requests and projects.





· Maintain and update knowledge base articles and standard operating procedures (SOPs), ensuring accuracy and developing new documentation as needed.

Job Skills, Knowledge, and Abilities

- Working knowledge of IT Service Management (ITSM) tools (e.g., BMC Remedy/Helix, ServiceNow).
- Ability to triage incoming service requests and coordinate ticket assignment across the team.
- Demonstrated expertise supporting Windows and Mac hardware/software and related technology products.
- Ability to diagnose and resolve moderately complex technical issues using sound troubleshooting methodology.
- Strong attention to detail and a commitment to accurate, complete documentation.
- Ability to multitask, set priorities, and ensure tickets are progressed and resolved within expected timeframes.
- Knowledge of HIPAA/HITECH requirements and regulated-workplace support practices (preferred).
- Proven ability to collaborate effectively with internal partners, vendors, and external stakeholders.
- Excellent written and verbal communication skills, with a focus on clear, professional customer support.
- Growth mindset with strong technical curiosity and a willingness to learn new systems and processes.
- Customer-oriented, calm under pressure, and able to de-escalate issues with professionalism.

Pay: ₹100,000.00 - ₹700,000.00 per year

Work Location: In person

📌 IT Support Engineer (India)
🏢 Procain
📍 India