Location
Bangalore | India
Job description
- We are seeking a dedicated and customer-focused IT Service Desk Engineer to join our team
- This position will be responsible for providing remote technical support and assistance to end-users across the organization
- They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service
- The ideal candidate will have a strong technical background, excellent communication skills, and flexible to work in 24/7 environment
Main responsibilities and key activities:
- Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bit locker recovery, and O365 tools.
- Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs.
- Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.
- Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
- Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
- Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
- Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
- Stay updated with the organizations IT policies, procedures, and technologies to ensure accurate and effective support delivery.
WE ARE LOOKING FOR A PROFESSIONAL WHO HAS:
- Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365.
- Proficiency in troubleshooting common desktop, laptop, and mobile device issues.
- Familiarity with remote support tools and technologies.
- Active Directory User Administration.
- Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users.
- Customer-centric approach with a passion for delivering exceptional customer service.
- Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.
- Ability to work independently and collaboratively in a fast-paced and dynamic environment.
- Experience working with IT Service Management practices (e.g. Incident/problem/change management, etc.) using enterprise ticketing systems and tools.
- Flexible to work in different shifts to provide 24/7 support.
YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:
- Bachelor s degree in computer science, Information Technology, or a related field (or equivalent experience).
- Minimum of 2 years of experience in an IT Service Desk or technical support role.
Job tags
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