Technical Support Engineer
3 weeks ago
HYDERABAD LOCTAION
24/7 SHIFT
IMMIDIATE JOINER
SERVICE DESK TROUBLESHOOT
1 Year of International technical voice experience (Preferably from service desk background).
• Ability to learn and apply technical information in a fast-paced, demanding work environment.
• Excellent problem solving & communication skills
• Effective listening and probing skills.
• Ability to diagnose and troubleshoot basic technical issues
• Ability to provide step-by-step technical help, both written and verbal
• Hands-on experience with Windows/Mac OS environments
• Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Access)
• Good understanding of computer systems, mobile devices and other tech products
• Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays.
• Flexible and open to odd hour shifts i.e. US shift timings.
Role and responsibilities:
• Responsible for solving customers technical queries and assist customers with Hardware and Software issues
• Troubleshoot, analyse, resolve, track, escalate and accurately document various technical problems (i.e.
software, hardware and client specific applications).
• Diagnose and troubleshoot technical issues, including account setup and network configuration, password reset, slow system, audio, printer and outlook troubleshoot.
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Strive to meet or exceed all SLA goals.
• Refer to internal database or external resources to provide accurate tech solutions.
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