Desktop Technician Ii

2 days ago

Pune Maharashtra, India Mouser Electronics Full time

**JOB DESCRIPTION**
**Title: Desktop Technician II**
**Location: India**

**ACCOUNTABILITIES & ESSENTIAL FUNCTIONS**
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary
- Provide technical guidance to their peers in areas they have achieved mastery, to maintain a consistent experience for the end users
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical/non technical colleagues at all levels in the organization
- Create, publish, and maintain relevant support documentation to assist all staff in the quick resolution of their incidents/service requests and enable users to become more self
- sufficient
- Assist all users with any logged IT related incident when called upon
- Accurately record, update and document requests using the IT service desk system
- Escalate incidents and requests to other support teams as necessary
- Install and configure new IT equipment
- Perform software and hardware upgrades
- Support printers, copiers, and scanners
- Maintain good verbal communication skills; communicate effectively with technical and non
- technical colleagues at all levels in the organization
- Attend internal training as necessary to keep up to date with the latest technology and internal processes(system)
- Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed
- Work within the relevant legislation, policies, and procedures

**SKILLS & CERTIFICATIONS**
- Working knowledge of Microsoft Windows and Mac client operating systems
- Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN
- Knowledge of printers, scanners, and copiers
- Knowledge of networking systems
- Excellent IT skills and computer literacy
- General hardware and software troubleshooting skills
- Able to communicate effectively in a professional manner on the phone, in writing and in person
- Able to prioritize, manage and perform under pressure to meet SLA’s
- Knowledge and adherence of customer service best practices

**EDUCATION & EXPERIENCE**
- Bachelor’s Degree in Computer Science or related field.
- 2+ years as a Desktop Technician experience required.
- General proficiency in Microsoft Windows and Macintosh operating systems
- General proficiency in the use of ticketing tools, Citrix, MS Office, Active Directory, and VPN
- General proficiency in the support of printers, scanners, and copiers
- General proficiency in the support of networking systems
- General proficiency in hardware and software troubleshooting skills
- General proficient knowledge and adherence of customer service best practices
- Meets established SLA’s

Category : IT/IS

Mouser is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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