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IT Support Engineer -REMOTE

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Brief description :

Roles and Responsibilities

Technical Support:

  • Provide first-line technical support to end-users, addressing hardware, software, and network-related issues.
  • Troubleshoot and diagnose problems reported by users, utilizing remote assistance tools when necessary.

Issue Resolution:

  • Resolve technical issues promptly, ensuring minimal downtime and disruption to end-users.
  • Document all reported incidents and service requests, maintaining a detailed record of actions taken.

Customer Service:

  • Deliver exceptional customer service by effectively communicating with end-users and ensuring their needs are met.
  • Manage user expectations and follow up to ensure satisfaction after issue resolution.

Software and Hardware:

  • Install, configure, and maintain software applications and operating systems on end-user devices.
  • Perform hardware upgrades, replacements, and repairs as needed.

User Training:

  • Assist in providing training to end-users on IT systems, software applications, and best practices to optimize their productivity.

IT Documentation:

  • Maintain accurate documentation of IT assets, configurations, and procedures.
  • Contribute to knowledge base articles and FAQs to aid end-users in self-help.


  • Collaborate with other IT teams and specialists to escalate and resolve complex issues.
  • Communicate effectively with vendors and service providers to coordinate repairs or procure necessary equipment.



  • Enforce IT security policies and protocols, ensuring the confidentiality and integrity of data.
  • Assist in malware detection and removal, as well as data backup and recovery.

Continuous Improvement:

  • Identify opportunities for process improvement within the service desk to enhance efficiency and user satisfaction.
  • Stay updated on emerging IT trends and technologies to provide proactive solutions.
  • Administer storage / SAN and security management in various storage technologies (e.g. NAS/ DAS & SAN).
  • Manage and maintain network equipment including switches & routers.
  • Perform network analysis and trouble-shooting using network issues.
  • Oversee and manage the IT Infrastructure such as providing desktop, server, network administrative and support to local and overseas offices 
  • Liaise with external vendors to troubleshoot problems in relation to IT infrastructure.
  • Troubleshoot and resolve hardware, connection, printer and software issues reported to the  Service Desk
  • Troubleshoot and resolve all problems encountered with hardware and software.
  • Ensure customer satisfaction of local clients, in terms of technical issues and matters.


Preferred skills

  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
  • A Minimum of 3 years hands-on experience with IT Support Functions.
  • Proven experience in providing technical support in a service desk or helpdesk environment.
  • Strong knowledge of operating systems (Windows, macOS, Linux), hardware components, and software applications.
  • Excellent problem-solving and troubleshooting skills.
  • Proficient in English and Hindi Language.
  • Exceptional customer service and communication skills.
  • Familiarity with IT service management (ITSM) tools and ticketing systems.
  • Basic understanding of IT security principles and best practices.
  • Ability to work under pressure and meet service level agreements (SLAs).
  • IT certifications such as CompTIA A+, CCNA, Microsoft Certified Desktop Support Technician (MCDST), or similar, are a plus.