Service Desk Engineer

Required Skills/Domain Knowledge

• 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.

What will your job look like?

• 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.
• Perform Remote Troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
• Ensure the seamless handover between shifts and by keeping track of all KPIs.
• Ensure crystal clear communication and documentation as point of contact.
• Be responsible for installing and configuring software, hardware and other peripheral equipment.

All you need is:

• 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 & Calendars.
• Good knowledge of functioning & troubleshooting of Microsoft Directory Services using Active Directory (Creating and managing user accounts, Different types of user profiles, local and domain accounts, manage users, contacts, groups and computer objects, Creating and managing security groups and OUs)
• Good knowledge of functioning & troubleshooting Virtualization, Vcenter, VMware horizon client, Citrix environment, VDIs, Citrix desktops & Published applications.
• Good knowledge of functioning & troubleshooting of Antivirus and Data loss prevention software such as Windows Defender, Forcepoint etc.
• Good knowledge of functioning & troubleshooting networking issues for Internet, Intranet, LAN, WAN, WIFI, IP, DNS, DHCP etc.
• Good knowledge of functioning & troubleshooting of software and 3rd party applications, Installation/Uninstallation, performance issues.
• Good knowledge of functioning & troubleshooting of Windows update issues, installation/uninstallation, Performance issues.
• The ability to effectively diagnose hardware issues for Laptop, Desktop, Printers.
• Follow all procedures laid out for the Service Desk on a day-to-day basis