Engineer - Service Desk (SD1)

Job Description

As a Technical Support Executive at our company based in Gurugram, India, you will play a crucial role in providing assistance to end users facing technology-related issues. Here is an overview of your role, key responsibilities, and required qualifications:**Role Overview:**You will be responsible for handling incoming calls, emails, and chats from users, with some accounts requiring work on rotational shifts. Your ability to effectively communicate with end users from international locations over the phone is essential. Additionally, you will record, classify, and prioritize tickets, provide initial support and troubleshooting based on Knowledge Base articles, and contribute to the Knowledge Base with new articles. Taking remote control of end users machines for troubleshooting purposes may also be necessary.**Key Responsibilities:**- Handle incoming calls, emails, and chat from users- Comprehend end users from international locations over the phone- Record, classify, and prioritize tickets- Provide initial support and troubleshooting based on Knowledge Base articles- Contribute to the Knowledge Base with new articles- Take remote control of end users machines if required- Route requests to appropriate support groups or third-party suppliers when tickets are not resolved initially- Monitor ticket status and document progress towards resolution- Keep affected users informed about progress- Escalate the process if necessary- Confirm resolution and close tickets within SLA- Attend trainings and complete certifications for set competencies**Qualification Required:**- Any Graduate (Engineering / Science)- Ability to differentiate between different types of IT assets- Basic troubleshooting on different versions of Windows OS (e.g., Windows XP, Windows 7, Windows 10, Windows 11)- Understanding of desktop applications, installation, and uninstallation procedures- Ability to support users in business applications based on SOPs- Troubleshooting desktop/applications remotely- Ability to carry out disk management, disk encryption, wireless configuration- Ability to check utilization and availability and perform start-up and shut-down services following SOPs- Ability to install and configure email clients and troubleshoot connectivity issues- Ability to troubleshoot calls for printers and copiers locally and remotely- Basic knowledge of Networking (Protocols/OSI Layers/IP address)This position offers a challenging yet rewarding opportunity to utilize your technical skills and provide support to users in a dynamic environment. As a Technical Support Executive at our company based in Gurugram, India, you will play a crucial role in providing assistance to end users facing technology-related issues. Here is an overview of your role, key responsibilities, and required qualifications:**Role Overview:**You will be responsible for handling incoming calls, emails, and chats from users, with some accounts requiring work on rotational shifts. Your ability to effectively communicate with end users from international locations over the phone is essential. Additionally, you will record, classify, and prioritize tickets, provide initial support and troubleshooting based on Knowledge Base articles, and contribute to the Knowledge Base with new articles. Taking remote control of end users machines for troubleshooting purposes may also be necessary.**Key Responsibilities:**- Handle incoming calls, emails, and chat from users- Comprehend end users from international locations over the phone- Record, classify, and prioritize tickets- Provide initial support and troubleshooting based on Knowledge Base articles- Contribute to the Knowledge Base with new articles- Take remote control of end users machines if required- Route requests to appropriate support groups or third-party suppliers when tickets are not resolved initially- Monitor ticket status and document progress towards resolution- Keep affected users informed about progress- Escalate the process if necessary- Confirm resolution and close tickets within SLA- Attend trainings and complete certifications for set competencies**Qualification Required:**- Any Graduate (Engineering / Science)- Ability to differentiate between different types of IT assets- Basic troubleshooting on different versions of Windows OS (e.g., Windows XP, Windows 7, Windows 10, Windows 11)- Understanding of desktop applications, installation, and uninstallation procedures- Ability to support users in business applications based on SOPs- Troubleshooting desktop/applications remotely- Ability to carry out disk management, disk encryption, wireless configuration- Ability to check utilization and availability and perform start-up and shut-down services following SOPs- Ability to install and configure email clients and troubleshoot connectivity issues- Ability to troubleshoot calls for printers and copiers locally and remotely- Basic knowledge of Netwo

Keyskills :
TechnologyScannerOutlookMS OfficeCommunicationInformation ProcessingWindows OSDesktop applicationsInstallationTroubleshootingDisk managementDisk EncryptionAvailabilityProtocolsEnd User IssuesPrinterApplicationsBehavioralAptitudeBasic tr