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 current documentation as needed.

Experience

- 5+ years in an enterprise helpdesk or support environment

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-environment 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: ₹800,000.00 - ₹1,000,000.00 per year

Work Location: In person

📌 IT Support Engineer (Bengaluru)
🏢 Procain consulting Service Pvt
📍 Bengaluru