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| Job Location | Kolkata |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Role And Responsibility:
We are searching for talented, dynamic, Service Desk Engineers to be part of Colleague Experience team in Bangalore, KA.
In this role, you will engage with colleagues over the Phone, Chat, Email Video in troubleshooting software and hardware related issues on Windows, MAC as well as Mobile devices.
You would also have exposure to several administrative tasks, device security platforms and Virtualization.
You will work closely with a team of Colleague Support Engineers and other Internal IT members to provide the best of technical resolutions and play a key role in ensuring the best possible Colleague experience.
Understanding the IT Infrastructure, leverage Remote tools, Knowledge Base and product related articles, track incidents and requests with effective communication to colleagues
Should Have Good Self-presentation Skills
Ability To Communicate Effectively With A Wide Variety Of People In A Professional Manner, Face To Face, On The Telephone And In Writing
Should Be Flexible In Working In A 24/7 Environment.
3-5 Years Previous IT Service Desk And/or Technical Support Experience Required
Keen Attention To Detail, Memory Of Patterns, And Interest In Problem-solving
Serving As The First Point Of Contact For Internal VMWARE Colleagues Seeking Technical Assistance Over The Phone, Email, Chat, Etc
Performing Remote Troubleshooting Through Diagnostic Techniques And Pertinent Questions
Escalate Issues In A Timely Manner According To Standard Operating Procedures.
Work Closely With The Command Center, VMware Network Operating Center, To Engage The Appropriate Tier 2 Support Teams In A Timely Manner
Escalate Trouble Tickets In Queue To Appropriate Functional Areas, And Follow Up With Those Functional Areas To Ensure Completion Within Designated SLAs (Service Level Agreements)
Interact With A Variety Of Stakeholders Throughout The Organization Such As IT, Engineering, HR, And Facilities
To Understand Customer Contacts, Workflow, And Make Recommendations To Improve Ticket Escalation Processes
Use And Contribute To Support Knowledgebase.
Analyze Content Of Resolved Tickets And Promote Information To Knowledgebase Articles As Appropriate. Keep Existing Knowledgebase Articles Current.
Required Skills:
Experience In Active Directory, MS Outlook, Trouble Shooting, OS, Printer Configuration, Knowledge Of DNS, MAC, O365
Experience In Handling Multiple OS - Windows 10, Mac OSX, Android And IOS: Navigation And Troubleshooting, Linux [Will Be An Added Advantage
Experience In Office Applications - All Versions Up To Office365.
Should Have Knowledge About VMwares Products Such As Horizon Client, VSphere, VMware Fusion, VMware Workstation, AirWatch And Other MDM Tools.
Should Have Knowledge In Networking Such As Troubleshooting Lan, Wi-Fi, VPN Issues.
Should Have Knowledge Or Experience With Providing Assistance Through Remote Assistance Tools Such As Bomgar, Skype For Business, Zoom, WebEx, Etc
Good Understanding Of Microsoft O365 Exchange Environment Using Console As Well As Powershell
Ability To Plan And Prioritize Work Load Without Supervision
Excellent Knowledge Of Customer Service Best Practice.
Preferred Skills:
Our team looks for individuals who embody our values of humility, empathy, collaboration above isolationism, respectfulness, trustworthiness, and good-natured fun.
Additionally, we would like:You to have worked in an environment involving automation scripting, that is a plus
,Keyskills :
it service deskcustomer service ms outlooktier 2 knowledge basevmware workstation technical assistanceservice desk