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Help Desk Engineer

2 weeks ago

Bengaluru, Karnataka, India Innovatia Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Responsibilities

  • Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process
  • Follow-up/ update ticket for every call to ensure timely closure
  • Call ownership, drive to resolution and communication with customer
  • Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey
  • Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers
  • Proactive monitoring & Perform documented Escalation process
  • Troubleshooting on Application Support (Off Shelf or Customized)
  • MFDs Troubleshooting on Printers &
  • Troubleshooting on VPN software and Collaboration tools
  • Troubleshooting on Password Reset tools and Remote-Control tools
  • Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking
  • Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
  • Interaction with internal and external stakeholders
  • Keep Users regularly updated with Alerts advising of any new or changed information
  • Be willing to take on additional responsibilities and learning opportunities as they come up

Preferred candidate profile

  • Windows & Macintosh Operating systems Troubleshooting
  • Experience with Active Directory, Azure, Office365, VPN, MFA, RDP
  • Experience with remote tools - LMI and BeyondTrust
  • Experience with ServiceNow
  • Hands on experience in troubleshooting Printers and Multi-Function Devices (MFD)
  • 1 + years of technical support experience with an IT Service Desk or Application Support
  • Excellent customer management and service skills; interpersonal skills; analytical and problem-solving skills
  • Excellent written, oral and verbal communication skills in English