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Level 1.5 Service Desk Engineer

4 months ago

india Staff Domain Inc. Full time
Job Description
Job Summary:
Vinergy is currently looking for a personable, customer-centric and proactive Level 1 Service Desk Engineer to join our team in our Gold Coast Office.
You will be supporting and working alongside a team of highly skilled and motivated consultants and assisting our customers with their support requests when using our products and services.
The Level 1.5 Service Desk Engineer responsibilities include resolving customer queries, recommending solutions and guiding users through features and functionalities.
To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software.
Likewise a basic understanding of Windows, Servers and general networking skills. Mac OS not essential.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities
  • Respond to customer queries in a timely and accurate way, via phone, email or chat.
  • Identify customer needs and help customers use specific features.
  • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users
  • Share feature requests and effective workarounds with team members.
  • Inform customers about new features and functionalities.
  • Follow up with customers to ensure their technical issues are resolved.
  • Gather customer feedback and share with our Team.
  • Assist in training customers on using the product.

Requirements Requirements
  • Minimum 3+ years of experience as a Level 1.5 Service Desk Engineer or similar CS role.
  • Excellent customer service ability.
  • Strong verbal and written communication skills.
  • Experience supporting AU clients is preferred
  • Experience using help desk software and remote support tools.
  • Experience with managing Microsoft 365 Tenants
  • Understanding of Microsoft 365 Exchange, SharePoint, Teams, Intune, etc.
  • Experience using Teamviewer is a plus
  • Understanding of how CRM systems work (Dynamics 365 preferred)
  • Having MS 365 Certifications is a nice-to-have
  • Multi-tasking abilities

Requirements
Requirements Minimum 3+ years of experience as a Level 1.5 Service Desk Engineer or similar CS role. Excellent customer service ability. Strong verbal and written communication skills. Experience supporting AU clients is preferred Experience using help desk software and remote support tools. Experience with managing Microsoft 365 Tenants Understanding of Microsoft 365 Exchange, SharePoint, Teams, Intune, etc. Experience using Teamviewer is a plus Understanding of how CRM systems work (Dynamics 365 preferred) Having MS 365 Certifications is a nice-to-have Multi-tasking abilities