Senior Help Desk Specialist

3 days ago

Bengaluru Bangalore Gurgaon Gurugram, India beBeeServiceDeskEngineer Full time US$ 80,000 - US$ 1,20,000

Job Overview

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We are seeking a highly skilled Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing exceptional customer service and technical support to our users.

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Key Responsibilities:

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  • Handle incoming calls, emails, and chat from users, some accounts may require working on rotational shifts">
  • Comprehend end-users from international locations over the phone">
  • Record, classify, and prioritize tickets">
  • Provide initial support and troubleshooting based on Knowledge Base articles">
  • Contribute to Knowledge Base with new articles">
  • Take remote control of an end-user's machine if required while troubleshooting">
  • Route requests to the appropriate support groups or third-party suppliers when tickets are not resolved during initial support">
  • Monitor the status and document the progress towards resolution of all open tickets">
  • Keep affected users informed about the progress">
  • Escalate the process if necessary">
  • Resolution confirmation and closure of tickets within the SLA">
  • Attend trainings and complete certifications for set competencies">
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Required Skills and Qualifications:

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Technical Skills:

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  • Differentiate between various types of IT assets">
  • Basic troubleshooting on different versions of Windows OS (e.g., Windows XP, Windows 7, Windows 10, and Windows 11)">
  • Understanding of desktop applications and their installation/uninstallation">
  • Support users in business applications based on SOPs">
  • Troubleshoot desktop/application remotely">
  • Carry out disk management, disk encryption, and wireless configuration">
  • Check utilization and availability, perform start-up and shut-down services by following SOP">
  • Install and configure email clients, troubleshoot connectivity issues">
  • Troubleshoot calls for printers and copiers locally and remotely">
  • Basic networking knowledge (protocols/OSI layers/IP address)">
  • Desired skills: Understanding of domain setup and ability to add/remove computers to a domain (for MSP and Enterprise)">
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Benefits:

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We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

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Others:

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As a Service Desk Engineer, you will have the opportunity to work with a talented team of professionals, develop your technical skills, and contribute to the success of our organization.

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