Technical Voice Support Engineer

Job description

This position is not International Voice Technical Support, 'Please apply if your communication skill is up to the mark ' Job Title : Senior Associate Infrastructure Location : Bangalore, Marathahalli (Client Location) Shift : Rotational • Handle IT incidents and service requests via phone, email, chat, or ticketing tools in a 24x7 environment. • Log, classify, priorities, and resolve issues within defined SLAs. • Troubleshoot hardware, software, network, login/access, and Office 365-related problems. • Perform account management tasks such as password resets, access setup, and software installations. • Escalate unresolved issues to higher support levels with clear documentation. • Provide users with timely updates, guidance, and standard solutions. • Maintain accurate ticket records and contribute to the knowledge base. • Follow IT policies, security standards, and operational procedures. Skills & Qualifications • Hand on experience in an IT Service Desk / EndUser Support role (or equivalent). • Handson with Okta, VPN/Global Protect, Microsoft Teams, BitLocker. • Strong understanding of Incident, Service Request, and Change processes in ITSM tools (e.g., ServiceNow, Jira Service Management, Fresh service). • Experienced in providing remote technical support using tools like Bomgar for secure troubleshooting and issue resolution. • Networking fundamentals: DNS/DHCP, proxy, firewall basics, SSL/TLS certificates. • Excellent customer service, communication, documentation, and time management skills. • Familiarity with ITSM/ITIL processes (ITIL certification is a plus)