Experience: 46 Years
Location: Bangalore (3 days Hybrid WFO mandatory)
Shift: 24x7 rotational shifts
Role Overview
We are looking for a Technical Support Engineer with 2–4 years of experience in a voice-based support environment. The role involves handling inbound/outbound calls, providing technical assistance, ensuring strict process adherence (especially for security-sensitive requests) and delivering a high-quality customer experience.
This role requires strong communication skills, troubleshooting ability, and disciplined compliance with verification and operational procedures.
Key Responsibilities
- Handle inbound technical support calls in a professional and structured manner
- Diagnose and troubleshoot issues related to:
- Password resets & account unlocks
- MFA resets
- Email and collaboration tools
- VPN and connectivity
- Basic desktop / application issues
- Provide step-by-step guidance to end users
- Strictly follow identity verification procedures before performing resets
- Adhere to password reset and MFA reset protocols
- Validate registered mobile numbers and follow callback process when required
- Escalate suspected social engineering attempts
- Maintain detailed and accurate call documentation
- Log incidents and service requests in ITSM tool accurately
- Capture troubleshooting steps clearly
- Ensure proper categorization and priority assignment
- Update tickets with complete work notes and closure details
- Demonstrate clear communication and active listening
- Maintain professionalism and composure during challenging calls
- Follow call scripts and quality guidelines
- Escalate complex issues to L2/L3 teams as per SOP
- Follow defined escalation matrix
- Participate in refresher trainings and compliance sessions
Skills & Qualifications
- 2–4 years of experience in a technical support / service desk voice process
- Strong troubleshooting skills (Windows, email, VPN, basic networking)
- Excellent spoken and written English communication skills
- Solid understanding of identity verification protocols
- Experience using ITSM tools (ServiceNow preferred)
- Ability to work in rotational shifts
📌 Technical Support Engineer (Bengaluru)
🏢 Ascendion Engineering
📍 Bengaluru
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