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 quick-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

● Strong 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 delivery and quarantine issues in Proofpoint.

● Experience supporting Jamf and Intune for device enrollment and management.

● Strong troubleshooting and problem analysis

● Relevant certifications.

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