Engineer - Service Desk (SD1)

As a Technical Support Executive at our company based in Gurugram, your role is crucial in providing efficient technical assistance to end users from international locations. You will handle incoming calls, emails, and chats, and may be required to work on rotational shifts. Your responsibilities will include: - Comprehending end users' issues over the phone and providing initial support and troubleshooting based on Knowledge Base articles. - Recording, classifying, and prioritizing tickets to ensure timely resolution. - Contributing to the Knowledge Base by creating new articles based on common issues. - Taking remote control of end users' machines for troubleshooting purposes. - Routing requests to appropriate support groups or third-party suppliers if tickets are not resolved initially. - Monitoring ticket status and documenting progress towards resolution. - Keeping affected users informed about the progress and ensuring resolution confirmation within SLA. - Escalating issues as necessary and attending trainings to enhance competencies. You should possess the following qualifications and skills: Qualifications: - Any Graduate in Engineering or Science Skills: - Proficiency in handling end user issues related to Technology, End User Devices (Printer, Scanner, Outlook, MS Office), and Applications - Basic understanding of Behavioral skills, Aptitude, and Communication - Knowledge of Information Processing Technical Skills: - Ability to differentiate between different types of IT assets - Basic troubleshooting on various Windows OS versions (XP, 7, 10, 11) - Understanding of desktop applications, their installation, uninstallation, and operation - Support for business applications based on Standard Operating Procedures - Remote troubleshooting for Desktop/Applications - Disk management, encryption, wireless configuration - Monitoring and managing system utilization, startup, and shutdown services - Email client installation and connectivity troubleshooting - Printer and copier troubleshooting locally and remotely - Basic knowledge of Networking (Protocols, OSI Layers, IP address) Desired Skills: - Understanding of domain setup and the ability to add/remove computers to the domain (For MSP and Enterprise) Join us in our mission to provide top-notch technical support to our global users. As a Technical Support Executive at our company based in Gurugram, your role is crucial in providing efficient technical assistance to end users from international locations. You will handle incoming calls, emails, and chats, and may be required to work on rotational shifts. Your responsibilities will include: - Comprehending end users' issues over the phone and providing initial support and troubleshooting based on Knowledge Base articles. - Recording, classifying, and prioritizing tickets to ensure timely resolution. - Contributing to the Knowledge Base by creating new articles based on common issues. - Taking remote control of end users' machines for troubleshooting purposes. - Routing requests to appropriate support groups or third-party suppliers if tickets are not resolved initially. - Monitoring ticket status and documenting progress towards resolution. - Keeping affected users informed about the progress and ensuring resolution confirmation within SLA. - Escalating issues as necessary and attending trainings to enhance competencies. You should possess the following qualifications and skills: Qualifications: - Any Graduate in Engineering or Science Skills: - Proficiency in handling end user issues related to Technology, End User Devices (Printer, Scanner, Outlook, MS Office), and Applications - Basic understanding of Behavioral skills, Aptitude, and Communication - Knowledge of Information Processing Technical Skills: - Ability to differentiate between different types of IT assets - Basic troubleshooting on various Windows OS versions (XP, 7, 10, 11) - Understanding of desktop applications, their installation, uninstallation, and operation - Support for business applications based on Standard Operating Procedures - Remote troubleshooting for Desktop/Applications - Disk management, encryption, wireless configuration - Monitoring and managing system utilization, startup, and shutdown services - Email client installation and connectivity troubleshooting - Printer and copier troubleshooting locally and remotely - Basic knowledge of Networking (Protocols, OSI Layers, IP address) Desired Skills: - Understanding of domain setup and the ability to add/remove computers to the domain (For MSP and Enterprise) Join us in our mission to provide top-notch technical support to our global users.