Desktop Engineering SME

1 month ago

delhi, 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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