Job Description
Role : Senior Technical Support Engineer - Service Desk
Location : Pune
Job Summary
Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
Update users about request status and close request when users are satisfied with solutions
Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
Years of Experience Needed:-
2--3Years of Experience in Service Desk Troubleshooting.
Technical Skills:
Effective Business Communication
Strong time management
Communication in neutral or American accent over phone and grammar skills
Analytical skills
Ability to follow process and procedures. Escalate unknown issues or questions without delay
Prompt response to telephone calls, email, and instant message requests for technical support
Operating the computer, OS and Knowledge base navigation
Use of Ticketing tool
Account Management / Password reset
Active listening and probing skills
Level 1 and 1.5 technical troubleshooting
Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
Knowledge of remote support tools; i.e., Bomgar, Remote Desktop, Citrix, Desktop Director
Proficient in MS Office 2013, 2016 and must have knowledge of O365
Must have worked on Windows 7 and Windows 10 support for laptops and desktops
Documents, tracks, and monitors new and open Incidents until resolution or proper escalation
Knowledge of Wyse thin and zero client support, set up and connectivity
Supporting issues with Printer installations, HP Print and Scan via USB
Cisco VPN client support
Non-Technical Skills :
Good in communication
Positive energy
Positive attitude
Self learner
Certification:
ITIL certified
Skills
PRIMARY COMPETENCY : Service Desk
PRIMARY SKILL : Technical Troubleshooting L1.5
PRIMARY SKILL PERCENTAGE : 51
SECONDARY COMPETENCY : Service Desk
SECONDARY SKILL : End User Experience Management
SECONDARY SKILL PERCENTAGE : 30
TERTIARY COMPETENCY : Service Desk TERTIARY SKILL : Incident Lifecycle Coordination
TERTIARY SKILL PERCENTAGE : 19