Walkin- Interview at Hyderabad-Technical support-Fresher

Service Desk Support Trainee | Job Description

One Liner :

Fluent in Spoken & Written English (B1 CEFR level minimum). Basic troubleshooting skills and foundational ability to identify and resolve tech problems, by following basic steps and readily available instructions.

Must Have Skills : English Proficiency: Must be proficient in both written and verbal English, equivalent to CEFR Level B1 (proficient). This includes the ability to

• Hold clear, spontaneous, and productive conversations via phone.
• Write detailed, grammatically correct support emails and chat responses.
• Communicate complex technical issues to non-technical users in an understandable manner.

You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -

• Provide world class remote assistance to users via Chat, Phone and eMail
• Assists users by remote troubleshooting and resolving technical and service issues.
• Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.

Principle duties and responsibilities | Job Description :

• Provides comprehensive remote support across major operating systems -

Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.

Follows documented procedures for issues presented and escalates further if need be.

• Delivers support for G suite applications, covering installation and basic usage -

When necessary, escalates issues to the SMEs / Leads for resolution.

Employs advanced troubleshooting techniques to diagnose and resolve problems efficiently.

• Assists users with access and account-related issues, following defined and documented guidelines, policies, and procedures to ensure accurate and consistent support.
• Regularly and actively participates in technical training sessions to stay up to date with the latest tools and processes, leveraging knowledge base (KB) resources to enhance issue resolution
• Proactively identifies recurring or unique user issues, providing valuable feedback for continuous improvement of support processes and troubleshooting techniques.
• Communicate effectively with non-technical users to explain solutions in an understandable manner.

Must Have Skills :

• Degree Certificate (Any, but should have good written and verbal communication skills)
• 0 - 1 years of Customer Service experience
• Excellent communication skills, should be able to hold a conversation
• Basic troubleshooting and should be able to comprehend the issues presented
• Ability to deal professionally as well as ability to learn new products and technologies
• Good customer service skills, multitasking and documentation skills
• Ability to adjust quickly to the changing priorities and implement the same per business requirements
• Basic knowledge on IT systems

Knowledge, Skills and Abilities :

• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good Analytical & Cognitive skills

Required Skills & Qualifications:

• Education: Any degree, with strong written and verbal communication skills.
• Experience: 01 year in customer service.
• Communication & Customer Handling:

Excellent communication skills with the ability to engage in conversations, comprehend issues, and provide professional support.

Strong customer service approach and attitude, multitasking, and documentation skills.

• Technical & Analytical Skills: Basic troubleshooting and IT systems knowledge, with the ability to analyze and resolve technical issues effectively. Good analytical and cognitive skills.
• Adaptability & Learning: Quick to adjust to changing priorities and business requirements. Ability to learn and adapt to new products and technologies efficiently.

Service desk Support Engineer | Job Description

Summary :

Highly Proficient in Spoken & Written English (B1 CEFR level). Mid Level troubleshooting skills with the ability to identify and resolve tech problems, by following readily available instructions & should possess an ability to dive deep into KBs as well as SOPs and come up with solutions to the issue presented.

Candidates must demonstrate advanced proficiency in both verbal and written English, allowing them to:

• Handle Complexity: Express themselves fluently, spontaneously, and effectively in complex troubleshooting scenarios.
• Adapt Communication: Communicate clearly and persuasively, adapting language to be easily understood by both technical and non-technical stakeholders.
• Produce Clear Documentation: Write clear, well-structured emails, documentation, and case notes on complex technical subjects.

This role requires an individual with excellent problem-solving abilities coupled with a strong customer service orientation, and the capacity to manage multiple issues in a fast-paced environment as well the ability to communicate effectively with both technical and non-technical customers.

You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -

• Provide world class remote assistance to users via Chat, Phone and eMail
• Assists users by remote troubleshooting and resolving technical and service issues.
• Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.

Principle duties and responsibilities | Job Description :

• Provides comprehensive remote support across major operating systems -

Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.

Follow documented procedures for issues presented and escalate further if need be.

• Has the ability to troubleshoot by -

Problem Isolation - The engineer should be able to identify if the presented issue is due to hardware, software, network, or user-related, and systematically narrowing down the root cause.

Employ advanced troubleshooting techniques to diagnose and resolve problems efficiently by searching in SOPs and KBs

Diagnose hardware-related issues with desktops, laptops, printers, and peripherals, including recommending escalations to different internal departments and replacements when necessary.

Assist in setting up, configuring, and installing new software and hardware.

• Document issues, resolutions, and troubleshooting steps for knowledge sharing and future reference.
• Communicate effectively with non-technical users to explain solutions in an understandable manner.
• Collaborate with cross-functional teams to escalate and resolve incidents.
• Support & Execute the deployment and integration of new SOPs and change in systems.

Must Have Skills :

• Excellent problem-solving and analytical skills with a focus on mid-level troubleshooting.
• 2 - 3 years of IT related Customer Service experience
• Excellent communication skills, should be able to hold a conversation
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to deal professionally as well as ability to learn new products and technologies
• Good customer service skills, multitasking and documentation skills
• Ability to adjust quickly to the changing priorities and implement the same per business requirements

Knowledge, Skills and Abilities :

• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good Analytical & Cognitive skills

What We Offer:

1. Opportunities for professional development and career growth.
2. A collaborative and inclusive work environment.
3. Access to cutting-edge technologies and tools.

If you are interested please attend the walk-in interview and share the cv to

Regards,

Prathyusha Akurathi