IT
Support Engineer II JD

Responsibilities

● Ability to resolve issues related
to printing, desktop hardware, and connectivity issues.

● Provide support onsite and remote
global locations.

● Ability to work with a ticketing
system and provide quality updates to internal customers and internal teams.

● Able to field escalations from
Tier 1 and apply advanced troubleshooting to resolve.

● Ability to solve complex support
tickets.

● Follow standard help desk
procedures and recommend changes for continuous improvement.

● Install, make changes and repair
computer hardware and software.

● Follow-up with employees to ensure
issues are resolved.

● Provide employee customer
assistance.

● Identify and escalate situations
requiring urgent attention, able to redirect problems to appropriate resources.

● Handle user access requests within
security guidelines.

● Configure and deploy laptops in a
managed environment.

● Identify computers that are in
need of replacing.

● Log all help desk interactions in
ticketing system.

● Expand our ever-improving
automated helpdesk BOT system





● Working across time zones

● Responding to crisis situations in
a timely manner

● Meet team performance
requirements.

Core
skills

● Problem-solving

● Customer service skills

● Team player

● Professionalism

● Attention to detail

● Adaptability

● Quick learner, thorough, accurate,
organized, and productive

● Comfortable working in a
fast-paced environment

● Must be highly motivated with the
ability to self-start, prioritize, multi-task and work in a team setting

● Oral and written communication
skills

● Ability to work in English

Relevant
Experience

● Proven 3+ years working experience
in Information Technology

● Solid computer skills and
interest

● Experience in supporting both
Windows and Mac.

● IT Customer service experience.

● Experience with collaboration
tools ex: G Suite, Slack, ServiceNow, Okta and Zoom.us.

● Experience in Zscaler.

● Support users with email de

📌 IT Support Engineer (Chennai)
🏢 SRM Technologies
📍 Chennai