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msg global solutions

IT Support Engineer

msg global solutions Bangalore, Karnataka, India

IT Services and IT Consulting · 1,001-5,000 employees

5 d ago
support-engineer Mid (2-5 yrs) Full-time India
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About the role

Serve as the primary point of contact for technical support, managing incidents and service requests through ticketing systems. Perform remote troubleshooting, hardware imaging, and equipment deployment while ensuring adherence to service level agreements.

What they look for

Desktop support Troubleshooting Windows MacOS Ticketing systems ITIL Hardware deployment Communication Analytical skills Problem-solving Time-management Imaging Customer service Technical support

Requirements

Requires a degree in Computer Science, Electronics, Telecommunications, or a related field. Candidates must have proven experience in IT support roles with strong knowledge of Windows, macOS, and desktop troubleshooting.

Benefits

Incentive payment Private medical insurance

Full description

What you will do

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems. Perform remote troubleshooting using appropriate diagnostic techniques and effective questioning. Identify and implement the most appropriate solution based on the reported issue and available information. Guide users through troubleshooting and problem-resolution processes. Escalate unresolved or complex issues to the appropriate support teams. Provide accurate information regarding IT products, services, procedures, and policies. Log and document incidents, service requests, troubleshooting activities, and resolutions in the ticketing system. Follow up with users on open requests and ensure tickets are updated and resolved within agreed service levels Communicate user feedback and suggestions to relevant internal teams. Identify opportunities for process improvement and contribute to IT service enhancement initiatives. Perform imaging and installation of corporate laptop devices. Support the deployment, configuration, and replacement of corporate IT equipment. Assist with maintaining IT asset records and ensuring devices are prepared according to corporate standards.

What skillsets you should have Strong communication, interpersonal, and time-management skills. Hands-on experience in desktop support and end-user troubleshooting. Proven experience in a Helpdesk Engineer, IT Support, Desktop Support, or similar role. Good working knowledge of Windows, macOS, and common IT peripherals. Ability to work under pressure and prioritize tasks based on business impact and urgency. Strong analytical, troubleshooting, and problem-solving abilities. Eagerness to learn new technologies and continuously expand technical skills. Ability to work independently as well as collaboratively within a global IT support environment. Familiarity with ITIL principles and ticketing tools is an added advantage. Diploma, B.Tech., B.E., B.Sc. in Computer Science, Electronics, Telecommunications, or a related field BCA or equivalent qualification

Nice to have Experience with firewalls, IP phones, NAS, and SAN technologies. Exposure to IT security, backup solutions, and disaster recovery environments. Basic understanding of Windows Server administration. Exposure to virtualization technologies such as VMware and Hyper-V. Familiarity with cloud services and modern workplace technologies. Experience with device imaging, deployment, and endpoint management tools.

What we offer

  • An encouraging, challenging work environment and opportunities for working.
  • Opportunities for domain learning, career growth and international exposure.
  • Competitive compensation packages including incentive payment and private medical insurance

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