Roles & Responsibilities:

- Customer Support

- Respond to user queries via phone, email, chat, or ticketing systems

- Provide timely and effective resolutions to technical issues

- Ensure high levels of customer satisfaction through professional communication

- Troubleshooting

- Diagnose and resolve hardware, software, network, and application issues

- Analyse logs, error messages, and system behaviour to identify root causes

- Provide step-by-step solutions to end users

3.

Incident

Management

- Log, track, and update incidents in ticketing systems

- Prioritize issues based on severity and impact

- Escalate unresolved problems to higher-level support teams or vendors

4.

System

Monitoring

- Monitor servers, network devices, and applications for performance and availability

- Identify potential issues proactively and take preventive action

- Ensure system uptime and reliability

- Installation and Configuration

- Install, configure, and update operating systems, hardware, and software

- Support system deployments and user environment setup

- Ensure configurations meet organizational standards

- User Administration

- Perform password resets and account unlocks

- Manage user access permissions and group memberships

- Maintain user profiles in Active Directory or related systems

- Documentation

- Document issues, resolutions, and troubleshooting procedures

- Create and maintain knowledge base articles and user guides

- Ensure accurate and up-to-date documentation for future reference

8.

Vendor

Coordination

- Coordinate with external vendors for hardware/software support

- Track service requests and follow up on escalations

- Ensure timely resolution of vendor-related issues

- Security & Compliance

- Ensure adherence to company security policies

- Report security incidents, vulnerabilities, and suspicious activity





- Support compliance with IT and data protection standards

10.

Service

Improvement

- Identify recurring issues and suggest long-term solutions

- Contribute to continuous improvement initiatives

- Participate in process optimization and automation efforts

Skills Required

- Operating Systems: Windows, Linux, macOS

- Networking Fundamentals: TCP/IP, DNS, EOA

- Directory Services: Active Directory, Microsoft 365

- Technical Skills: Hardware & software troubleshooting

- Tools: Ticketing systems (ServiceNow)

- Soft Skills: Strong communication and customer service abilities

- Willingness to work in rotational shifts if required

Shift Timing

- Shift rosters will be managed by the Reporting Manager and may be modified based on

requirements received from bank officials.

- Currently, the position follows a general shift timing of 10:00 AM to 7:00 PM.

- Act as the single point of contact for all technical issues, ensuring prompt resolution

and coordinating with IT teams, vendors, and managers when required.

- Provide effective user support, including prioritizing VIP users, handling calls in FIFO

order, and maintaining professionalism while addressing all queries and complaints.

- Troubleshoot and resolve technical issues related to network, accounts, and

applications, while ensuring strict adherence to security protocols (no sharing of credentials).

- Maintain operational readiness and reporting, including pre-testing for video

conferences, documenting daily activities, and identifying recurring issues to implement preventive solutions.

Educational Qualifications

- Bachelors degree in computer science, Information Technology, or a related field.

- Experience Level Required: 1–3 years of experience in IT support, helpdesk, or technical

support roles (preferably in a banking or corporate environment).

- Microsoft certificatio

📌 Junior or Technical Support Engineer (Kochi)
🏢 Federal Operations And Services
📍 Kochi