Support Engineer

The interview process at Unknown typically spans three rounds. The first HR screen assesses communication skills and cultural fit, followed by a technical interview focusing on OS concepts, troubleshooting scenarios, and basic networking. The final round is a managerial interview that evaluates problem‑solving approach and stakeholder handling. Candidates should prepare clear, structured answers and be ready to demonstrate live troubleshooting on a virtual machine.

Unknown fosters a dynamic, inclusive environment where learning is encouraged and achievements are recognized. Employees benefit from regular skill‑upgradation sessions, a balanced work‑life approach, and clear pathways for advancement.

Bachelor's degree in Information Technology, Computer Science, Electronics & Communication or related field; minimum 60% aggregate; batch years 2022‑2025; no active backlogs at the time of joining; 0‑3 years of relevant experience acceptable.

Round 1: HR screening → Round 2: Technical interview (OS fundamentals, troubleshooting scenarios) → Round 3: Managerial interview (behavioral & situational) → Final HR discussion

Company Overview: Unknown is an emerging technology services firm that specializes in delivering end‑to‑end IT support solutions to a diverse portfolio of clients across banking, retail, and telecom sectors. With a focus on customer satisfaction and rapid issue resolution, the company has built a reputation for being agile, innovative, and highly responsive. The work culture emphasizes continuous learning, teamwork, and a merit‑based growth trajectory, allowing fresh talent to quickly take on responsibility and make an impact. Role Summary: The Support Engineer will act as the first line of defense for customers facing technical challenges. Reporting to the Support Manager, the incumbent will diagnose, troubleshoot, and resolve issues across Windows, Linux, and macOS environments, while maintaining clear communication with both customers and internal product teams. This role blends technical acumen with strong interpersonal skills, ensuring that every interaction leaves the customer confident and satisfied. Key Responsibilities: 1. Serve as the primary point of contact for technical queries via phone, email, or in‑person. 2. Log, track, and prioritize tickets in the ticketing system (e.g., ServiceNow/JIRA) ensuring SLA compliance. 3. Diagnose hardware, software, and network issues on desktops, laptops, and mobile devices. 4. Provide step‑by‑step guidance, both verbally and in written form, to resolve problems. 5. Collaborate with product and development teams to escalate complex issues and follow up on resolutions. 6. Document troubleshooting procedures, knowledge‑base articles, and user manuals. 7. Participate in stakeholder meetings to gather requirements and assist in defining user‑acceptance tests. 8. Conduct root‑cause analysis and suggest process improvements to reduce repeat incidents. 9. Prepare regular status reports and maintain accurate records of all interactions. 10. Ensure all documentation, manuals, and SOPs are up‑to‑date and readily accessible. Tech Stack: Windows, Linux, macOS, Remote Desktop tools, ServiceNow/JIRA, basic networking (TCP/IP, DNS), RDBMS (MySQL/SQL Server), Office 365, ticketing and monitoring tools. Growth Path: Support Engineer → Senior Support Engineer → Team Lead → Support Manager → Department Head. The company offers structured training, mentorship, and certification support (e.g., ITIL, CompTIA) to accelerate career progression. Why Join Unknown: - Hands‑on exposure to a wide range of technologies and real‑world customer scenarios. - Fast‑track career growth with clear promotion criteria. - Collaborative environment that values ideas from freshers. - Competitive salary, performance bonuses, and learning allowances. - Opportunity to work in two vibrant locations – Mumbai and Agartala – with flexible work‑from‑office policies.