IT Technical Support Engineer 24/7

IT Technical Support Engineer (24x7) is responsible for ensuring that the customer's IT infrastructure runs smoothly and efficiently.

• Providing technical support to clients. This includes diagnosing and resolving technical issues, providing guidance on software and hardware, and troubleshooting network problems.
• Continuously monitor the performance of the customer's IT infrastructure to ensure that it is functioning correctly. This includes monitoring servers, network devices, and applications to detect and resolve issues quickly.
• Responding to incidents in a 24x7 environment, this may involve working outside of regular business hours, including weekends and holidays.
• Maintaining accurate documentation of allIT-related activities, including incident reports, service requests, and technical procedures.
• Follow and enforce the organization's IT policies and procedures to ensure that the IT infrastructure is secure and compliant with requirements.
• Collaborating with other IT teams to ensure that the IT infrastructure is running efficiently.
• Updating and upgrading systems with the latest software updates, patches, and security fixes.
• Providing training and guidance to clients on how to use the  IT systems and applications effectively.

• Have a strong technical background in various IT areas, including hardware, software, networking, and security. Should be familiar with different operating systems, such as Windows, Linux, and macOS.
• Have strong troubleshooting skills to diagnose and resolve complex technical issues related to hardware, software, network, and security systems.
• Should be available to work 24x7 and flexible to work on weekends, holidays, and after-hours shifts.
• Have excellent communication skills, both verbal and written, to interact with customers, stakeholders, and other IT teams effectively.
• Should have a customer-centric approach and be able to deliver outstanding customer service by addressing their queries and issues in a timely and professional manner.
• Should be familiar with incident management processes and able to create incident tickets, update ticket status, escalate incidents as required, and provide timely updates to customers and stakeholders.
• Should be proficient in documenting technical procedures, creating knowledge base articles, and maintaining an accurate inventory of hardware and software assets.