Ikontel Solutions Pvt Ltd
Website:
ikontel.com
Job details:
Company: Ikontel Solutions Pvt Ltd (on payroll)
Client: Nuance – Microsoft
Location: Gachibowli, Hyderabad
Work Mode: Work from office
Shift: Multiple rotational shifts
Experience: 1–2 years
Joining: Immediate joiners preferred. Candidates who can join within 5 days only.
About the Role
Ikontel Solutions Pvt Ltd is hiring an IT Support Engineer for our client Nuance (Microsoft) at Hyderabad. You will be the first point of contact for users facing technical issues. You will resolve queries quickly, communicate clearly, and make sure issues are tracked through to closure.
Key Responsibilities
- Provide L1/L2 technical support to end users via email, phone, and ticketing tools
- Log, track, and resolve incidents and service requests within agreed SLAs
- Troubleshoot hardware, software, network, and application-related issues
- Run basic MySQL queries to check data, verify records, and support troubleshooting
- Write clear, professional emails to users, stakeholders, and the client team
- Escalate unresolved issues to the right teams with complete details
- Maintain accurate documentation of issues, fixes, and knowledge base articles
- Work in rotational shifts to ensure round-the-clock support coverage
Required Skills & Qualifications
- 1–2 years of experience in IT support / technical support / service desk
- Strong verbal communication skills in English
- Excellent email writing skills: clear, professional, and to the point
- Basic understanding of MySQL: SELECT queries, joins, filters, and simple data checks
- Good troubleshooting and problem-solving ability
- Familiarity with ticketing systems and incident management processes
- Willingness to work multiple rotational shifts, including nights and weekends if required
- Graduate in any discipline (preferably IT / Computer Science / related field)
Good to Have
- Experience supporting international or enterprise clients
- Knowledge of Windows OS, Microsoft 365, and basic networking
- ITIL basics
What We Offer
- Opportunity to work on a global Microsoft-associated client account
- Structured shift rotation and a supportive team environment
- Learning and growth in enterprise IT support
Important Note
- Only immediate joiners who can join within 5 days will be considered.
Click on Apply to know more.
