Job Summary
As an IT & DevOps Engineer, you will provide efficient and effective technical support to enhance our IT infrastructure and ensure a seamless experience. In this role, you’ll be the go-to expert for configuring, troubleshooting, and maintaining systems. You’ll work closely with both our internal and external customers, listening attentively to their concerns and guiding them through solutions, as well as escalating issues when necessary.
What You’ll Do
- Provide quick and effective assistance with information technology systems
- Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
- Listen attentively to customers’ questions and concerns and offer optimal solutions
- Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
- Work with desktop support engineers to provide customers with superior service
- Configure, install, support and maintain IT hardware and software – PCs, laptops, desk, printer/copiers, Windows operating systems, Linux, applications software, databases, virtualization system (HyperV)
- Coordinates with customers to plan and implement software upgrade actions and OS installation
- Responsible for Helpdesk Support on desktop software & hardware and work with service providers in case of hardware failure
- To follow up procurement & delivery of hardware/software that are required by users
- Direct contribution to operational permanent control framework
- Provides 2nd line support to the Company’s employees
- Level two support for server (Dell, HP etc.), cisco network infrastructure and PaloAlto NGFW environment
- Takes responsibility for projects as assigned timelines and deliverables
- Day to day management of the helpdesk – dealing with cases from inception to completion using IT Service Management tools like Jira Service Desk, ManagEngine, ServiceNow etc.
What You’ll Need
- 2 – 5 years of experience in medium to large enterprises
- Bachelor’s in Computer Science / IT, Computer Engineering / Telecom / Electronics or related field from a reputed university
- Training or certification like CompTia A+, MCSE, CCNA, VMWare, AWS, Azure or equivalent is/are highly desirable
- Hands-on in IT Service Management tools like ServiceNow / ManagEngine / Jira Service Manager is highly desirable
- Excellent problem-solving and analytical skills
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
- The ability to break down technological processes and deliver clear, step-by-step instructions
- Patient, friendly demeanor with a great aptitude for listening
- Strong verbal and written communication skills
- Commitment to providing exceptional customer service
- Passion for problem-solving and customer service
- Tech savvy, with experience working in a tech-related field
- Ability to diagnose and resolve a variety of technical issues
- Team-oriented mindset with an openness to constructive feedback
- Eagerness to learn new technologies and systems
- Experience working as an IT help desk technician or in a similar customer support role
