Desktop Support: Senior Engineer

Hi,

Please apply via below link directly to process your applications at the earliest

Link : https://usource.ripplehire.com/s/jQ3z

Detailed JD:

1. Respond to client inquiries via telephone, email, and instant messages.
2. Log every issue/request into the ticketing tool to ensure no lapses in documentation.
3. Provide first-level IT support for hardware, software, and network-related issues.
4. Offer remote desktop support and resolve issues as per SOPs within agreed SLAs.
5. Route tickets to appropriate internal teams (2nd and 3rd level support) without misrouting.
6. Document and manage incidents and service requests in the Incident Management System.
7. Diagnose and resolve issues through user interaction (logs, symptoms, troubleshooting).
8. Collaborate with internal teams during major incidents, providing updates to users.
9. Educate users on self-help articles and IT system best practices.
10. Ensure timely follow-up and closure of all incidents, keeping detailed records for future reference.