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Support Engineer (Tier 1)

If you are a smart & passionate team player – then this Support Engineer (Tier 1) opportunity is for you!

We at IMRIEL have managed to cultivate awesome group of developers & advance technologies. If you truly love gaining new technical knowledge and can add more awesomeness to the team, you are eligible!

What you’ll be doing:

  • Work on the helpdesk, using any tools and technologies.
  • Work along with a group of passionate problem solvers.
  • Observe existing patterns and recognize ways to change them and improve the process & methodologies.
  • Capture details of all support tickets, problem solve, and learn new technologies.
  • Working in shifts to support managed services helpdesk.
  • Focus on the quality of the delivery.

What you need:

Basic Skills:

  • Bachelor’s degree in computer science or information technology or any other stream (B.Sc, B.Com, etc.)
  • Previous work experience as a technical support engineer or desktop support engineer or equivalent.
  • In-depth knowledge of working with any helpdesk system e.g. Zendesk, ServiceNow, JIRA Service Desk, etc.
  • Knowledge of operating systems, web/mobile application etc.
  • Knowledge of remote access systems such as Any Desk, TeamViewer, Microsoft Teams, Zoom, etc.
  • Strong problem solving skills and a knack for troubleshooting.
  • An ability to perform well in a fast-paced environment.
  • Excellent analytical and multitasking skills.
  • Good interpersonal skills.
  • Excellent communications skills in English and the ability to interact effectively with technical personnel.
  • Critical thinker who thrives under pressure. Able to manage your time efficiently.
  • Attention to detail, highly organized, with an absolute focus on quality of result.


Responsibilities:

  • Responding to technical support tickets.
  • Contacting clients/users to find out the nature of the technical issue.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
  • Proposing simple and effective solutions where required.
  • Linking to clients’ computers via remote access if required.
  • Provide prompt and accurate feedback to customers or users.
  • Ensure proper recording and closure of all issues.
  • Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support and overall experience at all times.
  • Take ownership of customer/users issues reported, see problems through to resolution and escalate irregular events to Technical Engineers or Developers
  • Understand the SLA and work according to the priority.
  • Maintaining good client/user relations.
  • Educate and assist other departments regarding systems, tools, processes, and customers’ requests resolution.
  • Create documentation in the form of knowledge base tech notes and articles.
  • Stay up-to-date on emerging technologies.

 

Good to know:

  • Knowledge of various Operation Systems & Network services.
  • In depth-knowledge of Web/Mobile applications and Web services.
  • Knowledge of any Automation tool.
  • Knowledge of Cloud technologies.

Personal Attributes:

    • A passion for continuous improvement in both technology and process
    • Strong interpersonal, problem solving, and organizational skills

Experience:

1 to 5 years.

Location:

Vadodara & Pune

Contact Us

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    We can give you an indicative cost within a few days (possibly hours), as we have a comprehensive bespoke estimating model and process.

    +44 (0) 20 8123 0630

     

    uk-flag Imriel Limited
    Cardinal Point,
    Park Road,Rickmansworth
    WD3 1RE
    United Kingdom
    Email: contact@imriel.com
    Phone: +44 (0) 20 8123 0630
    Fax: +44 (0) 870 460 2130

     

    ind-flag IMRIEL Technology Solutions Pvt. Ltd.
    105, 1st Floor, Gunjan Tower,
    Alembic Road, Subhanpura,
    Vadodara – 390 023
    Gujarat India
    Phone number: +91 (265) 2286623