Engineer (Support & Operations)
Confirmed on the employer's own hiring board on Oct 14, 2026. First seen by Alion on Oct 5, 2026.
Job Summary
Job Summary
Job Summary : To provide L1 /L2 support to End users for applications and Hardware support over the calls, chat and mails.
Key Responsibilities
Key Responsibilities ob Responsibilities : Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams LONGDESCRIPTION section. 3 of 6. Section Title: Skill Requirements Skill Requirements Other Requirement : Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams SKILL section. 4 of 6. Section Title: Must Have Skills Must Have Skills Click Enter to hide the proficiency description of Microsoft WindowsMicrosoft Windows Click Enter to show the proficiency description of MS Remote Desktop Services (RDS)MS Remote Desktop Services (RDS) Click Enter to show the proficiency description of Video/Telepresence - OthersVideo/Telepresence - Others SKILL section. 5 of 6. Section Title: Good to have Skills Good to have Skills LONGDESCRIPTION section. 6 of 6. Section Title: Other Requirements Other Requirements Job Descripti
Skill Requirements
Key Responsibilities ob Responsibilities : Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams LONGDESCRIPTION section. 3 of 6. Section Title: Skill Requirements Skill Requirements Other Requirement : Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams SKILL section. 4 of 6. Section Title: Must Have Skills Must Have Skills Click Enter to hide the proficiency description of Microsoft WindowsMicrosoft Windows Click Enter to show the proficiency description of MS Remote Desktop Services (RDS)MS Remote Desktop Services (RDS) Click Enter to show the proficiency description of Video/Telepresence - OthersVideo/Telepresence - Others SKILL section. 5 of 6. Section Title: Good to have Skills Good to have Skills LONGDESCRIPTION section. 6 of 6. Section Title: Other Requirements Other Requirements Job Descripti
Other Requirements
Other Requirements
Job Description : Manage users requests for technical assistance via phone, chat or mails.
Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues.
Support different tracks in installation of tools on end users devices.
Listen to users queries and issues with patience.
Analyze and identify the solution using Knowledge articles.
Support users to resolve the issue with agreed processes.
Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution.
Maintain Log of all help desk interactions with users for audit purpose.
Administer Help desk software.
Redirect the Incidents and requests to appropriate support groups for Level 2 support.
To escalate Incidents requiring urgent attention to Track Leads and Management
Track and route Issues and requests to relevant groups
Prepare activity reports
Inform management of recurring problems
Stay current with system information, changes and updates
Create Knowledge articles to document known issues.
Good knowledge of ticketing tools and MS Teams