Desired Competencies (Technical/Behavioral Competency)
Must-Have**
· At least 4 years of previous IT End User Support · Proficient in English communication and should have experience supporting end users remotely through remote connecting tool · Should have expertise in Windows, Macbooks and associate’s tools like Intune, Jamf, Bonger, ‘Team Viewer’, TANIUM etc. · Responsible to provide remote support to all desktop infrastructure relates requests or incidents for users remotely · Work experience in ITSM ticketing tool like Cherwell, tracking and closure · Incident Management experience – Managing incidents including business expectations and communication, should have experience in Major Incident Call handling · Should have knowledge on Active Directory, should be able to manage ID creation, ID management, Password reset · Exposure in remote connecting tool , Application packaging · L2 Level Desktop Troubleshooting Experience on Hardware and Software · Strong knowledge of Microsoft based operating systems (Windows 10, 11) · Microsoft based Office 365 applications , Macbooks · Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation) · Look out for areas of improvement to help enhance user experience from desktop support perspective. · Should be flexible to work in any shifts/Weekends · Knowledge on Customer satisfaction and handing customer experience · Should have experience in installing approved software remotely
Good-to-Have · Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
SN Responsibility of / Expectations from the Role
1 Research and identify solutions to software and hardware issues)
2 Diagnose and troubleshoot technical issues, including account setup and network configuration
3 Ask customers targeted questions to quickly understand the root of the problem
4 Track computer system issues through to resolution, within agreed time limits
5 Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
6 Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
7 Provide prompt and accurate feedback to customers
8 Refer to internal database or external resources to provide accurate tech solutions
9 Ensure all issues are properly logged
10 Prioritize and manage several open issues at one time
11 Follow up with clients to ensure their IT systems are fully functional after troubleshooting
12 Prepare accurate and timely reports
13 Document technical knowledge in the form of notes and manuals
Details For Candidate Briefing** (It should NOT contain any confidential information or ref
