Junior or Technical Support Engineer

Roles & Responsibilities:

1. Customer Support

• Respond to user queries via phone, email, chat, or ticketing systems
• Provide timely and effective resolutions to technical issues
• Ensure high levels of customer satisfaction through professional communication

2. Troubleshooting

• Diagnose and resolve hardware, software, network, and application issues
• Analyse logs, error messages, and system behaviour to identify root causes
• Provide step-by-step solutions to end users

3. Incident Management

• Log, track, and update incidents in ticketing systems
• Prioritize issues based on severity and impact
• Escalate unresolved problems to higher-level support teams or vendors

4. System Monitoring

• Monitor servers, network devices, and applications for performance and availability
• Identify potential issues proactively and take preventive action
• Ensure system uptime and reliability

5. Installation and Configuration

• Install, configure, and update operating systems, hardware, and software
• Support system deployments and user environment setup
• Ensure configurations meet organizational standards

6. User Administration

• Perform password resets and account unlocks
• Manage user access permissions and group memberships
• Maintain user profiles in Active Directory or related systems

7. Documentation

• Document issues, resolutions, and troubleshooting procedures
• Create and maintain knowledge base articles and user guides
• Ensure accurate and up-to-date documentation for future reference

8. Vendor Coordination

• Coordinate with external vendors for hardware/software support
• Track service requests and follow up on escalations
• Ensure timely resolution of vendor-related issues

9. Security & Compliance

• Ensure adherence to company security policies
• Report security incidents, vulnerabilities, and suspicious activity
• Support compliance with IT and data protection standards

10. Service Improvement

• Identify recurring issues and suggest long-term solutions
• Contribute to continuous improvement initiatives
• Participate in process optimization and automation efforts

Skills Required

• Operating Systems: Windows, Linux, macOS
• Networking Fundamentals: TCP/IP, DNS, EOA
• Directory Services: Active Directory, Microsoft 365
• Technical Skills: Hardware & software troubleshooting
• Tools: Ticketing systems (ServiceNow)
• Soft Skills: Strong communication and customer service abilities
• Willingness to work in rotational shifts if required

Shift Timing:

• Shift rosters will be managed by the Reporting Manager and may be modified based on

requirements received from bank officials.

• Currently, the position follows a general shift timing of 10:00 AM to 7:00 PM.

Job Description:

• Act as the single point of contact for all technical issues, ensuring prompt resolution

and coordinating with IT teams, vendors, and managers when required.

• Provide efficient user support, including prioritizing VIP users, handling calls in FIFO

order, and maintaining professionalism while addressing all queries and complaints.

• Troubleshoot and resolve technical issues related to network, accounts, and

applications, while ensuring strict adherence to security protocols (no sharing of

credentials).

• Maintain operational readiness and reporting, including pre-testing for video

conferences, documenting daily activities, and identifying recurring issues to implement preventive solutions.

Educational Qualifications:

• Bachelors degree in computer science, Information Technology, or a related field.
• Experience Level Required: 1–3 years of experience in IT support, helpdesk, or technical

support roles (preferably in a banking or corporate environment).

• Microsoft certificatio