Desktop Engineering SME

1 month ago

india Tata Consultancy Services Full time

Date of virtual drive: 4th October 2024

Years of experience: 5-10 years

Job Location: Pune/Bangalore/Mumbai


Roles and responsibilities:

  • Providing remote assistance to end-users using desktop applications, chat features, emails, and phone assistance to customers
  • Follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs) while attempting to resolve the incidents
  • Troubleshooting and resolving hardware and software issues remotely to help end-users
  • Assisting end-users to set up accounts and install applications for a seamless onboarding experience
  • Establishing network configurations to guarantee ideal application performance
  • IT troubleshooting using targeted customer inquiries by conducting remote diagnostics and system analysis
  • Giving users step-by-step instructions for resolving technological issues
  • Responding and following up quickly to technical questions and escalating complex technical issues to appropriate teams
  • Documenting and recording error reports and keeping track of performance indicators
  • Collaborating with on-site technicians and customer support teams
  • Staying updated with the latest technologies and software updates

Key Requirements

  • You have a degree/diploma in Computer Science or equivalent as well as prior experience as a Remote support engineer
  • You possess a comprehensive understanding of the Windows, Linux, and Mac OS environments
  • You are proficient with helpdesk and remote desktop programs like Freshdesk and Zendesk
  • You have an advanced understanding of IT setup, hardware, and software
  • You have an exceptional aptitude for identifying and prioritizing IT issues
  • You possess extensive knowledge of handling IT issues for clients
  • You have proficiency in tracking performance indicators and documenting processes.
  • You are able to provide critical application feedback to IT developers
  • You have excellent verbal and written communication abilities

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