Technical Support Engineer

Job Description

Company name: WPG Consulting LLC. (WPG Technologies Pvt. Ltd)

Designation : Technical Support Engineer

Job Location: Vastrapur - Ahmedabad

Job Timing: US Shift (Rotational)

Job Working Days: 5 days

Qualification: Any Graduate and IT background is preferred

Role & Responsibilities:

Troubleshooting: Identifying and resolving technical issues reported by end-users, such as software

problems, hardware malfunctions, network connectivity issues, and basic user errors.

Help Desk Support: Receiving and responding to user inquiries and service requests via phone, email, or

ticketing system. This involves providing timely and accurate solutions or escalating the issue to higher

support levels if necessary.

User Account Management: Assisting with user account setups, password resets, and access control to

various systems and applications.

Software Installation and Configuration: Installing, updating, and configuring software applications on

user devices, ensuring they function properly.

Hardware Support: Providing basic hardware support, such as diagnosing hardware problems, replacing

faulty components, and assisting with peripheral device setups (e.g., printers, scanners).

Basic Network Support: Helping users with network-related issues, such as Wi-Fi connectivity problems

and basic troubleshooting of network connections.

Documentation: Maintaining accurate records of support activities, including issue details, resolutions,

and follow-up actions.

Knowledge Base Management: Contributing to the organization's knowledge base by documenting

known issues, troubleshooting steps, and solutions for common problems.

Training and Guidance: Assisting users with basic training on software applications, tools, and systems to

enhance their digital literacy and self-sufficiency.

Incident Escalation: Recognizing and escalating more complex or critical issues to higher-level support

teams or IT specialists when necessary.

Remote Support: Providing remote assistance to users who may be working from different locations.

Maintaining SLAs: Ensuring that service level agreements (SLAs) are met or exceeded regarding response

times and issue resolution.

Monitoring and Alerting: Monitoring IT infrastructure and systems to identify potential issues and

responding to alerts proactively.

Security Awareness: Assisting with basic security-related tasks, such as password policies, antivirus

checks, and user awareness on security best practices.

Customer Service: Ensuring a positive customer experience by being patient, courteous, and empathetic

in dealing with end-users.

Team Collaboration: You may need to collaborate with other IT support teams or higher-level support

personnel to resolve complex issues or participate in special projects.

Are you ready to become part of our WPG family?? If yes then share your updated resume on

[email removed] or callme on [phone removed]

*Note : Immediate joining will be on high Priority. If youre interested, we’d like to speak with you over a

call.