IT Support Engineer

Job Roles & Responsibilities: Should have 4+ years hands-on experience working in Tier 1 Indian BPO companies as support engineer/ tech support for troubleshooting, diagnosing, resolving, and supporting product/ application/ service-related concerns. Provide First-Level Support: Respond to customer inquiries and technical issues via call, email, chat, or helpdesk tools. Troubleshoot basic problems and guide users through solutions. Incident Management: Log, classify, and prioritize issues in the ticketing system. Escalate urgent or unresolved issues and follow up on open tickets for timely resolution. Basic Troubleshooting: Diagnose common issues (e.g., password resets, software installations, unlocks, general-application troubleshooting, assisting with connectivity issues etc.) and use standard industry procedures for quick resolutions. Escalation of Complex Issues: Identify and escalate complex problems to higher-level support teams with all relevant details. Documentation and ...