Information Technology Support Engineer

IT Support Engineer
About the Role
We are looking for an IT Support Engineer to provide technical and operational support for internal teams, clients, IoT devices, and related systems. The role involves troubleshooting hardware and software issues, managing support tickets, coordinating with development and field teams, maintaining technical documentation, and ensuring timely resolution of technical issues.
The ideal candidate should have hands-on experience in IT support, hardware troubleshooting, IoT/device support, ticket management, technical documentation, and customer coordination.
Key Responsibilities
Provide IT and technical support to internal teams, clients, and field/service engineers through calls, emails, chat, tickets, and remote-support tools.
Troubleshoot hardware, software, networking, system, and device-related issues and ensure timely resolution.
Support the configuration, deployment, troubleshooting, and operation of IoT devices and connected systems.
Coordinate with development and technical teams to resolve system, application, and data-related issues.
Manage and track support requests using Jira or similar ticketing tools.
Create, assign, monitor, and close tickets while maintaining proper issue documentation.
Assist in data transfer, device connectivity, and real-time data transmission from field devices to software platforms and relevant client/regulatory portals.
Support integration and data-flow activities related to CPCB / Pollution Control Board systems.
Prepare and maintain SOPs, technical manuals, user guides, troubleshooting guides, FAQs, and technical reports.
Convert technical information into clear and easy-to-understand documentation for technical and non-technical users.
Maintain internal knowledge-base articles and ensure technical documentation is updated regularly.
Gather and understand client requirements and coordinate with relevant teams for implementation.
Provide remote technical assistance using tools such as AnyDesk or similar remote-support applications.
Coordinate with field engineers, developers, and other stakeholders to ensure timely completion of technical activities.
Maintain records of recurring technical issues and identify opportunities to improve support processes.
Ensure proper communication and follow-up with clients until issues are resolved.
Support hardware installation, configuration, testing, and basic commissioning activities when required.
Required Skills
Good understanding of IT support and troubleshooting.
Knowledge of computer hardware, operating systems, networking, and peripheral devices.
Experience with IoT devices, device configuration, or technical support will be an advantage.
Hands-on experience with Jira or other ticket-management systems.
Basic understanding of data transmission, web applications, and system integration.
Good technical documentation and report-writing skills.
Ability to prepare SOPs, user manuals, FAQs, and troubleshooting documents.
Good communication and customer-handling skills.
Ability to work with cross-functional teams including IT, development, service, and project teams.
Strong problem-solving and analytical skills.
Ability to manage multiple support requests and prioritize issues effectively.
Educational Qualification
Diploma / Bachelor's degree in Computer Science, Information Technology, Electronics, Instrumentation, or a related technical field.
1–4 years of relevant experience in IT Support, Technical Support, Application Support, IoT Support, or a similar role.
Preferred
Experience in IoT / industrial technology / environmental monitoring systems.
Experience supporting field devices and connected systems.
Experience working with Jira, AnyDesk, CRM/helpdesk, or similar tools.
Basic knowledge of databases, APIs, web applications, or cloud-based platforms will be an advantage.
Key Competencies
Technical Troubleshooting | IT Support | Hardware Support | IoT Support | Ticket Management | Jira | Remote Support | Data & System Integration | Technical Documentation | Client Coordination | Problem Solving | Communication

Work arrangement
No