Help Desk Support Engineer
4 weeks ago
Job Summary :
We are seeking a dedicated Help Desk Support professional with 3-4 years of experience in customer service or a help desk environment to join our IT support team at the Bangalore office.
The ideal candidate will provide Tier 1 support, troubleshoot common IT problems, and ensure timely resolution of help desk escalations.
This role requires adherence to a 24x7 shift schedule.
Key Responsibilities :
Help Desk Support: Handle Tier 1 help desk escalations through the company's internal ticketing system.
Troubleshooting: Troubleshoot common IT problems and maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
Windows Administration: Perform basic Windows administration tasks such as password resets and file and folder administration.
Internet Troubleshooting: Conduct basic internet connection troubleshooting to resolve connectivity issues.
Escalation Management: Escalate more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.
Request Follow-up: Follow up on outstanding requests and ensure timely resolution.
Documentation: Fully document all troubleshooting steps and create knowledge base articles of resolutions.
Policy Adherence: Adhere to established IT policies, procedures, and standards, ensuring conformance with information systems goals and procedures.
Standard Operating Procedures: Follow established standards for documenting tickets, configurations, and standard operating procedures.
Compliance Management: Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.
Downtime Communication: Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.
Operational Knowledge: Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
Team Interaction: Interact with IT management frequently through timely reporting of operational activities, and collaborate with all team members on support issues and needs assessments.
Qualifications :
Experience :
- 3-4 years of experience in customer service or a help desk environment; interest in the IT field is a plus.
Technical Skills :
- Basic knowledge of Windows administration.
- Basic internet connection troubleshooting skills.
Soft Skills :
- Strong verbal and written communication skills.
- Excellent problem-solving and troubleshooting abilities.
- Ability to work effectively in a team environment.
- Strong organizational and time management skills.
- High attention to detail and accuracy.
- Shift Requirements: Willingness to work in a 24x7 shift schedule.
Preferred Qualifications :
- Exp 3 to 6 years
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