Technical support engineer

3 weeks ago


Hyderabad, India Incedo Inc. Full time

TSE- 3 B HYDERABAD LOCTAION 24/7 SHIFT IMMIDIATE JOINER SERVICE DESK TROUBLESHOOT 1 Year of International technical voice experience (Preferably from service desk background). • Ability to learn and apply technical information in a fast-paced, demanding work environment. • Excellent problem solving & communication skills • Effective listening and probing skills. • Ability to diagnose and troubleshoot basic technical issues • Ability to provide step-by-step technical help, both written and verbal • Hands-on experience with Windows/Mac OS environments • Knowledge in Microsoft Office (i.e. Word, Excel, Power Point, Access) • Good understanding of computer systems, mobile devices and other tech products • Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays. • Flexible and open to odd hour shifts i.e. US shift timings. Role and responsibilities: • Responsible for solving customers technical queries and assist customers with Hardware and Software issues • Troubleshoot, analyse, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications). • Diagnose and troubleshoot technical issues, including account setup and network configuration, password reset, slow system, audio, printer and outlook troubleshoot. • Ask customers targeted questions to quickly understand the root of the problem • Track computer system issues through to resolution, within agreed time limits • Strive to meet or exceed all SLA goals. • Refer to internal database or external resources to provide accurate tech solutions.



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