09 Oct
Supportwave
Vijayawada
About the Company :
Our client is seeking a proactive Tier 3 IT Support Engineer with 8+ years of experience, strong technical skills, and a passion for delivering exceptional customer service.
This role requires onsite experience and a proven ability to handle customer-facing situations. The successful candidate will provide senior-level technical support, troubleshoot issues, and ensure smooth operation of IT systems, while effectively managing users and handling licensing and provisioning tasks.
About the Role :
Technical Support : Serve as the first point of contact for IT issues via phone, email, or ticketing systems. Troubleshoot and resolve hardware, software, and network issues.
Handle user management,
including Active Directory administration. Manage Microsoft 365 licensing and provisioning. Provide day-to-day support, including password resets, software installs, and device setups.
Use remote desktop tools to efficiently resolve issues. Track and manage issues using ticketing systems and update documentation.
Systems Network Monitoring : Monitor systems, networks, and software for performance and address issues to minimize downtime.
Troubleshoot Wi-Fi and VPN issues, especially for remote users. Maintain and update IT asset inventory, including hardware, software, and licenses.
Collaboration : Work closely with other IT team members and departments to ensure smooth service delivery. Coordinate with vendors when needed.
Training Documentation : Provide basic IT training to users and create / update user guides and FAQs.
Security : Adhere to IT security protocols and monitor endpoint security systems like antivirus and patch management.
Responsibilities :
- Serve as the first point of contact for IT issues via phone, email, or ticketing systems.
- Troubleshoot and resolve hardware, software, and network issues.
- Handle user management, including Active Directory administration.
- Manage Microsoft 365 licensing and provisioning.
- Provide day-to-day support, including password resets, software installs, and device setups.
- Use remote desktop tools to efficiently resolve issues.
- Track and manage issues using ticketing systems and update documentation.
- Monitor systems, networks, and software for performance and address issues to minimize downtime.
- Troubleshoot Wi-Fi and VPN issues, especially for remote users.
- Maintain and update IT asset inventory, including hardware, software, and licenses.
- Work closely with other IT team members and departments to ensure smooth service delivery.
- Coordinate with vendors when needed.
- Provide basic IT training to users and create / update user guides and FAQs.
- Adhere to IT security protocols and monitor endpoint security systems like antivirus and patch management.
Qualifications :
Minimum Requirements : 8+ years of IT support experience, including onsite and customer-facing roles. Experience managing users, Active Directory, and Microsoft 365 licensing and provisioning.
Strong knowledge of Windows and macOS operating systems. Familiarity with Microsoft 365, Azure, and cloud-based collaboration tools.
Solid understanding of networking principles (TCP / IP, DNS, VPNs). Experience with ticketing systems and remote support tools.
Excellent troubleshooting skills and a strong focus on customer service. Ability to prioritize and manage multiple support requests.
Preferred Skills :
Certifications such as CompTIA A+ or Microsoft Certified : Fundamentals are a plus.
Pay range and compensation package :
Salary : 70,000 Rupees per month
Equal Opportunity Statement :
Include a statement on commitment to diversity and inclusivity.
Less than 1 hour ago
▶️ Tier 3 User Support Engineer
🖊️ Supportwave
📍 Vijayawada