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Position Title -- Service Desk Engineer Job Description Serve as the first point of contact for customers seeking technical assistance over the phone or email or through the ticketing tool. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Skills Good understanding of computer systems, mobile devices and other tech products. Have diagnostic and troubleshooting skills & ability to manage L1& L2 Tickets. Hands on experience of working on IT Service Management Ticketing Tool. Ability to diagnose and resolve basic technical issues. Natural attitude for trouble shooting & problem solving. Have solid experience in a helpdesk or technical support environment. Highly organized and able to work on own initiative to complete the range of tasks required. Flexible and willing to work in rotational shifts & over the weekends. Must have experience in troubleshooting issues with related to desktop and Laptop OS like Windows 7, Windows 8.1, Windows 10, Mac OS, RedHat OS. Good networking concepts. Good written and verbal communication skills. DM to ranjini.cn@synechron.com along with your updated CV
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