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 solid communication skills, troubleshooting ability, and disciplined compliance with verification and operational procedures.
Key Responsibilities
Handle inbound technical support calls in a skilled 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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