Service Desk Engineer Field Support Specialist
3 weeks ago
About People Prime Worldwide:
We are a global technology consulting and digital solutions company that enables enterprises to reimagine business models and accelerate innovation through digital technologies. Powered by more than 84,000 entrepreneurial professionals across more than 30 countries, we cater to over 700 clients with our extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes.
Job Role: Service Desk Engineer / Field Engineer
Experience: 3 to 5 Years
Work Mode: Hybrid
Job Type: Full Time
Location: Remote
Job Description:
Service Desk Operations
The role requires providing technical support for the end users of one of our prestigious clients. This is an L1 role where the incumbent is expected to be aware of ITIL methodologies, Incident, Service Request, Change, and Problem. The role demands excellent communication skills, both oral and written, good customer handling skills, and excellent collaboration skills with the ability to work in shifts 24X7. The person will contribute towards effective resolution of the issues and fulfillment of the service requests. Ideal candidates must be experienced professionals from the same or similar field. They must possess good knowledge of Windows, Active Directory, O365, Networking basics, etc. The person will contribute towards achieving project deliverables (SLAs/KPIs/Improvements, etc.). The ideal candidate must have hands-on experience of resolving technical issues over the phone, chat, and emails.
L1 Technical Support
- Handling all inbound calls, chat, and emails in the service desk
- Handling basic L1 level queries from end users
- Diagnosing and quickly resolving a wide range of Windows application issues
- Basic troubleshooting knowledge for internet/LAN and WAN connectivity issues
- When the restoration is beyond the scope of the support, escalating the issue/problem to the appropriate resolver group using the IT Ticketing System
- Remotely installing upgrades, support, and troubleshooting Windows OS and any other authorized desktop applications on laptops/desktops
- Installing upgrades, support, and troubleshooting for printers and related computer hardware
- Performing general preventative maintenance tasks on computers, laptops, and printers
- Customizing and configuring desktop hardware to meet specifications and business standards
- Email account administration, i.e., account creation and management, and distribution lists on Office 365
- User account administration, i.e., account creation and management, and password resets on Active Directory
- Familiarizing end users on basic software, hardware, and peripheral device operation and solving basic queries
- Taking ownership and responsibility of queries, issues, and problems and documenting it in the ITSM Tool
- Configuring iPads/iPhones/Android for users to enable them to check emails and be connected on the go
- Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web-Based, and Installable applications
- Customer Focus
- Providing timely and accurate resolution of technical issues experienced by users
- Excellent communication skills
- Identifying and escalating severe issues that could cause production impact
Technical Skillset
- Networking experience in LAN/WAN environment
- Good knowledge of Active Directory
- Citrix
- O365
- Microsoft Windows
- Mobile Operating Systems (Android/iOS)
- Antivirus
- Knowledge of Infrastructure/Exchange/Server Technologies
- Virtualization/VMware/Cloud
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