Service Desk Technician

2 weeks ago

Pune, India Tech Mahindra Full time

**Level I Service Desk Technician**

**Responsibilities**
- Support activities include supporting end-users accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team.
- First line help desk; resolve basic level 1 and some level 2 issues including remotely troubleshooting issues relating to hardware and software (typically Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch etc.)
- Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches, routers, printers, other store equipment devices is preferred.
- Perform post-resolution follow-ups to help requests or incidents.
- Research issues and resolves technical problems.
- Creating/updating knowledge articles and support processes functions

**Qualifications**
- Experience - Min. 6 Month to 1 Year (mandatory) and 1 to 2 Years (preferred)
- Exceptional written and verbal communication skills with SVAR score of 65 or above.
- Exceptional ability to multitask.
- Exceptional ability to adapt and learn new platforms and skills on the fly.
- Exceptional sense of urgency
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Ability to work under pressure involves dealing with constraints which are often outside of your control - these might be resource or time constraints, the difficulty of the task or having insufficient knowledge required to complete the task, or unforeseen changes or problems.
- Good to have - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows and Office365
- Good to have - ITIL Knowledge
- Graduate from an accredited institution or Under-graduate with relevant technical experience
- Previous customer/technical support or technology experience

**Job Types**: Full-time, Regular / Permanent

Day range:

- Monday to Friday
- Weekend availability

Shift:

- Day shift
- Evening shift
- Morning shift
- Night shift
- Rotational shift

Ability to commute/relocate:

- Pune, Maharashtra: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- total work: 1 year (preferred)

Work Location: One location

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