
Service Desk Engineer
17 hours ago
Company Description
Rabbit and Tortoise Technology Solutions specializes in developing cutting-edge solutions to drive business efficiency. Our expertise includes delivering automation with intelligence and speed using DevOps, RPA, and CloudOps. We implement scalable custom Natural Language Processing solutions and application development projects with CMMi Level 5 standards. Our AI Technology Centre of Excellence further underscores our commitment to innovation.
Pref Skills:
Should have minimum 1 to 2 years of technical support experience in a calling profile.
Knowledge to remote support tools like Windows Messenger, RDP, Etc.
Good knowledge of PC hardware, Software Installation, Windows operating systems, Networking basics, Active Directory basics, Browsers & Outlook troubleshooting, VPN, Active Sync Microsoft 365, Skype, Office 365, AirWatch , Virtualization etc.
Roles & Responsibilities:
Serve as the first point of contact for customers seeking technical assistance over the phone, Chat, tickets, and Emails.
Be responsible for troubleshooting Laptop/desktop environments running Microsoft Windows and MAC operating systems.
Provide accurate information on Companies IT products & services.
Perform a complete incident management by doing ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues
.
Must Have:
Excellent communication skills especially in servicing international customers, Fluency in English. (Written & Verbal) Good knowledge of
ITIL
fundamentals.
Must have experience in providing telephonic support to End users for IT Service Desk support.
Hands On experience working with remote support tools like Bomgar, Windows Remote Desktop (RDP)etc.
Good knowledge of
functioning & troubleshooting of Microsoft Windows 10 and MAC Operating System
Good knowledge of functioning & troubleshooting of Microsoft Office 365 Products
(Outlook, OneDrive, Word, Excel, PowerPoint, OneNote, Microsoft Teams, To Do, etc.)
Good knowledge of functioning & troubleshooting of Microsoft Messaging
& Collaboration Services such as exchange, Mailbox on cloud, Mailbox on Prem,
ActiveSync, Email on Mobile
,
Skype, Meetings & Calendar.
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