AddressTech. Support Associate - SD<
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Role: Technical Support Engineer - Service Desk <
Location: Pune/Bangalore<
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Who are we looking for?<
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, 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<
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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
Process Skills:
Knowledge on Ticketing tools (e.g., Remedy)<
Familiar to the Citrix, AWS environment <
Aware of ITSM Process (Incident management)<
Inbound calls taking<
Talk to End Users through a series of actions, either via phone, email, or chat, until they have solved a technical issue<
Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)<
Prioritize and manage several open issues at one time.<
Document technical knowledge in the form of notes and manuals.<
Refer to internal database or external resources to provide accurate tech solutions<
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Behavioral Skills :<
Good in communication<
Positive energy<
Positive attitude<
Self-learner<
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Certification:<
MCSE, CCA, ITIL foundation is an added advantage (not mandatory).<
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< Bangalore0 - 1 Years10R25-Jan-2024NACTIVE380357
PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Technical Troubleshooting L1 PRIMARY SKILL PERCENTAGE : 100
