Helpdesk Support Engineer

JOB DESCRIPTION:

Roles and Responsibilities

Responsible for providing phone , chat, email and video-call based technical assistance.

Provides L1 & L2 remote support.

Responsible for user satisfaction through effective handling of user problems. Ensure proper escalation procedures are followed. Performs assigned functions according to standardized policies and procedures. Basic analytical ability and cognitive skills are required to understand & resolve technical issues. 

Principle duties and responsibilities

Provides L1 & L2 remote support on all 5 operating systems (Linux, Mac, Windows, Chrome and Android) with basic OS troubleshooting techniques and documented escalation procedures

Provides L1 & L2 remote support to the point of installation and basic use; if required need to escalate or file bug with application owners

Uses troubleshooting techniques to identify network related issues.

Attends required technical training sessions and makes effective use of KBs to address issues efficiently.

Complies with schedule adherence to ensure the overall service level targets are achieved.

Identifies and provides input on unique (or) recurring user problems.

Desired Candidate Profile

Working knowledge of Windows OS and basic knowledge on Linux OS 

Working knowledge of PC architecture/technology

Working knowledge and understanding of policies and procedures and the ability to determine the course of action based on given guidelines.

Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills.

Good Analytical & Cognitive skills and proficient in Communication

Deducible Comprehension and reading Skills.

Minimum 1 year of International calling experience Technical troubleshooting - Experience in troubleshooting issues related to hardware & software issues on at-least one of these operating systems (Linux, Mac and Windows desktop environments, etc.