IT Support Engineer

The IT OD Equipment Technician quickly resolves technical issues, communicates clearly, and supports eyecare equipment. This role enhances the company's technological efficiency.

Essential Duties and Responsibilities

• Install and configure desktop and laptop computers, as well as peripherals such as printers and USB-connected optometry testing equipment, frequently via remote access.
• Configure and provide support for mobile devices including iOS (iPhone and iPad) and Android platforms.
• Diagnose and document solutions for issues related to medical devices and associated software.
• Troubleshoot and record resolutions for hardware and software challenges on Windows and Mac systems.
• Resolve advanced network connectivity problems.
• Collaborate with security and compliance teams to configure secure network sharing for medical devices and related equipment.
• Document comprehensive work notes in the service management ticketing system regarding actions taken for issue resolution.
• Coordinate with vendors, equipment support contractors, and onsite non-technical personnel to effectively resolve issues remotely.
• Escalate service requests to management promptly when necessary.
• Communicate professionally with associates at all levels, demonstrating exceptional patience.
• Assist management with priority service requests and projects.
• Maintain and update knowledge base articles and standard operating procedures (SOPs), ensuring accuracy and developing new documentation as needed.

Experience

• 5+ years in an enterprise helpdesk or support environment

Job Skills, Knowledge, and Abilities

• Working knowledge of IT Service Management (ITSM) tools (e.g., BMC Remedy/Helix, ServiceNow).
• Ability to triage incoming service requests and coordinate ticket assignment across the team.
• Demonstrated expertise supporting Windows and Mac hardware/software and related technology products.
• Ability to diagnose and resolve moderately complex technical issues using sound troubleshooting methodology.
• Strong attention to detail and a commitment to accurate, complete documentation.
• Ability to multitask, set priorities, and ensure tickets are progressed and resolved within expected timeframes.
• Knowledge of HIPAA/HITECH requirements and regulated-environment support practices (preferred).
• Proven ability to collaborate effectively with internal partners, vendors, and external stakeholders.
• Excellent written and verbal communication skills, with a focus on clear, professional customer support.
• Growth mindset with strong technical curiosity and a willingness to learn new systems and processes.
• Customer-oriented, calm under pressure, and able to de-escalate issues with professionalism.

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Work Location: In person