IT Engineer

Job Purpose:
We are seeking a skilled IT Engineer to join our dynamic team. In this role, you will be responsible for managing and providing end-user support for Mobile Device Management (MDM) and addressing application-related issues. Your work will be essential to ensuring smooth IT operations and delivering exceptional support to our users.

Key Responsibilities and Accountabilities:

• Install, configure, and manage business applications and application servers.
• Oversee and manage the MDM environment (Intune).
• Handle SMS gateways (Cloud solutions) and Easi SMS.
• Configure and troubleshoot RightFax server:
  • Manage faxutil access.
  • Troubleshoot and manage integration with RightFax.
  • Create and manage user accounts, group accounts, and assignments for RightFax.
  • Address day-to-day issues such as password resets, fax delays, and errors.
  • Coordinate with Telcos and service providers.
• Troubleshoot iPads, tablets, apps, and network problems; diagnose and resolve issues.
• Log all user-reported issues in the ticketing system.
• Prioritize and manage multiple open tickets.
• Provide workarounds until issues are resolved.
• Escalate unresolved issues to the next level of the App/Infra Team.
• Offer in-house support on Saturdays (On-Call).
• Provide remote support outside of working hours via mobile.
• Aim to close 90% of tickets on the same day.
• Assist in creating technical documentation and manuals.

Education & Experience:

• B.Tech Degree or equivalent.
• 4-5 years of experience in IT support, including MDM and Windows end-user support.

Technical/Functional Competencies:

• Proficient in iOS/Android/Windows.
• Knowledge of desktops, laptops, tablets, and iPads.
• Experience with MDM, RightFax, and SMS gateways.
• Skilled in MS Office.
• Ability to drive IT process improvement.

Main KPIs:

• 90% of tickets closed within 24 hours; 10% within 3 days.