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L2 Remote Desktop Support Engineer

5.00 to 7.00 Years   Pune   17 Mar, 2020
Varian Medical Systems India Software Pvt Ltd
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryPharma / Biotech
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Position Summary: Act as an L2- Desktop Support Engineer of Infrastructure Managed Services. Handling user inquiries through different communication channels, primarily over phone and in self- service tickets. Willingness to work in all different shifts of a 24x7 support organization.

DUTIES INCLUDE BUT ARE NOT LIMITED TO

Job Summary:

  • Addresses and resolves incidents and requests of the international end users remotely; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
  • Handles user inquiries through different communication channels, primarily over phone and in self- service tickets
  • Analyzes and resolves complex incidents and requests related to end user hardware devices (PCs, mobile phones, printers among others) and end user software
  • Provides advanced technical assistance on Windows operating system, other Microsoft and non- Microsoft technologies, network, application related issues, co- ordinates with other technical groups as necessary
  • Uses the appropriate categories for logging incidents and requests
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
  • Logs and tracks incidents and requests from identification through resolution
  • Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
  • Documents resolutions and updates self- help and staff knowledge base
  • Adheres to and supports standards, policies, and procedures
  • Maintains and protects confidentiality about all aspects of Customers
  • Adheres to Code of Conduct and Mission and Value statements
  • Performs other duties as assigned
  • Willingness to work in all different shifts of a 24x7 support organization

Qualifications KNOWLEDGE, SKILLS ABILITIES Required:

  • Excellent in verbal and written English
  • Excellent communication skills
  • Excellent listening and customer service skills
  • Strong analytical skills
  • Ability to solve complex problems in the user computing technologies:
    • Operating systems (Windows 7, Windows 10)
    • Microsoft O365 suite and other front- office IT technologies including antivirus and other security tools
    • Network troubleshooting (VPN, DNS, DHCP, LAN, Wifi, Firewall, and WAN)
    • Office IT equipment including printers and video systems
  • Proficiency in using remote support software and IT ticketing tools (Service Now)
  • ITIL knowledge
  • Demonstrates the ability and desire to learn Corporate, Division, and Facility- specific applications, technology, and terminology
  • Demonstrated ability to learn customer support processes and techniques
  • Must be able to acquire knowledge and search for solutions independently
  • Customer- friendly mindset
  • Must be a team player

Preferred:

  • Prior experience supporting customers remotely in a global support organization
  • Competency in customer care

EDUCATION Bachelor s degree preferred. EXPERIENCE 5 to 7 years of work experience in a global support organization

,

Keyskills :
antivirusbasic troubleshootingvideo conferencing accountscode of conduct strong analytical skillsservice desk

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