IT Helpdesk Enginee

Job Description
Roles and Responsibilities
Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
Outstanding verbal communication skills
Understand issues from clients, manage incoming calls and route IT trouble tickets to the appropriate on site technicians.
Responds to telephone calls, email and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Understand standard operating procedures (SOP).
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and followup steps; Provide level 1 support and perform other activities based on SOPs
 
Desired Candidate Profile
Should be able to understand the user point of view.
Should have the basic knowledge about Outlook.
Good team player
Understand client applications, issues from clients, manage incoming calls and route IT/application support trouble tickets to the appropriate onsite technicians.
Responds to telephone calls, email and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 support and perform other activities based on SOPs
Monitor calls and tickets and route them to appropriate teams for assistance and resolution of the issue.
Application triage to get the ticket in the correct bucket.
 
Qualification: BTech/BS/BE/MTech/MS/ME from a reputed engineering institute
 
Industry Type-BPO, Call Centre, ITeS
Functional Area-IT Hardware, Technical Support, Telecom Engineering
Employment Type-Full Time, Permanent
Role Category-Technical Support
 
Education
UG :B.Tech/B.E. in Any Specialization, Any Graduate in Any Specialization
PG :M.Tech in Any Specialization


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