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Service Desk Engineer Field Engineer

3 months ago

Whitefield, United Kingdom People Prime Worldwide Full time

About yourclient:

Our client is a globaltechnology consulting and digital solutions company that enablesenterprises to reimagine business models and accelerate innovationthrough digital technologies. Powered by more than 84000entrepreneurial professionals across more than 30 countries itcaters to over 700 clients with its extensive domain andtechnologyexpertise to help drive superior competitive differentiationcustomer experiences and business outcomes

Job Role: Service Desk Engineer / FieldEngineer
Experience: 3 to 5Years
Work Mode: Hybrid
Job Type: Full Time
Location: WhitefieldBangalore
Notice period: Immediate to 15 Days

Job Description:

Service Desk Operations The role requires to provide phonecall and chat support for the end users of one of our prestigiousclient. This is an L1 role where the incumbent is expected to beaware about ITIL methodologies Incident Service Request Change andProblem. The role demands excellent communication skills oral andwritten good customer handling skills and excellent collaborationskills with ability to work in shift 24X7. The person willcontribute towards effective resolution of the issues andfulfilment of the service requests. Ideal candidate must be anexperienced professional from same or similar field. He/She mustpossess good knowledge of Windows Active Directory O365 Networkingbasics etc. The person will contribute towards achieving projectdeliverables (SLAs/KPIs/Improvements etc.). The ideal candidatemust have hands on experience of resolving technical issues overthe phone chat and emails.

L1 TechnicalSupport:

  • Handling all theInbound calls chat and emails in service desk
  • Handling Basic L1 level queries from end users
  • Diagnose and quickly resolve a wide range of Windowsapplications issues
  • Basic troubleshootingknowledge for internet/LAN and WAN Connectivity issues
  • When the restoration is beyond the scope of the supportescalate the issue/problem to appropriate resolver group using ITTicketing System
  • Remotely Install upgradesupport and troubleshoot Windows OS and any other authorizeddesktop applications on Laptops/Desktops.
  • Install upgrade support and troubleshoot for printers& related computer hardware.
  • Performsgeneral preventative maintenance tasks on computers laptops &printers
  • Customize & configure desktophardware to meet specifications and business standards
  • Email account administration i.e. account creation andmanagement and distribution lists on Office 365
  • User account administration i.e. account creation andmanagement and password resets on Active Directory
  • Familiarize end users on basic software hardware andperipheral device operation and solve basic queries
  • Take ownership and responsibility of queries issues andproblems and document it in the ITSM Tool
  • Configuring iPad/iPhones/Android for the users to enablethem check emails and be connected on the go.
  • Basic knowledge of Networking Virtualization OutlookWindows & Mac OS Web Based and Installableapplications
  • Customer Focus
  • Providing timely and accurate resolution of technicalissues experienced by the Users.
  • Excellentcommunication skills.
  • Identify and escalatesevere issues which could cause production impact.

TechnicalSkillset:

  • NetworkingExperience in LAN/WAN Environment
  • Goodknowledge of Active Directory
  • Citrix
  • O365
  • Microsoft Windows
  • Mobile OperatingSystems (Android/iOS)
  • Antivirus
  • Knowledge of Infrastructure / Exchange / ServerTechnologies
  • Virtualization / VMware/Cloud