We are seeking a dedicated and customer-focused Service Desk Engineer to provide remote technical support to our organization's end-users. This is an on-site role located in Bangalore. The ideal candidate will have a strong technical background, excellent communication skills, and the flexibility to work in a 24/7 environment. You will be a crucial part of the team, ensuring the smooth operation of our systems and delivering exceptional customer service.
Key Responsibilities
- Remote Technical Support: Provide remote assistance for a range of IT issues, including password troubleshooting, BitLocker recovery, and problems with Office 365 tools.
- Issue Resolution: Respond to support requests via various channels (phone, email, chat), ensuring a timely and accurate resolution that aligns with established SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
- Troubleshooting & Escalation: Troubleshoot and diagnose technical issues using remote tools. Escalate complex or unresolved issues to senior analysts or appropriate support teams for further investigation.
- Documentation & Knowledge Sharing: Maintain accurate records of all support interactions. You will also contribute to the knowledge base by creating and updating support articles and FAQs.
- Process Adherence: Follow standard operating procedures for IT account provisioning and deprovisioning and stay updated with the organization's IT policies and technologies.
Required Qualifications
- Technical Skills: Strong knowledge of IT fundamentals, including hardware, networking, and operating systems like Mac, Windows 10, and Windows 11. You must also be proficient in troubleshooting common issues with desktop, laptop, and mobile devices.
- Experience: Experience working with IT Service Management practices (e.g., Incident/Problem/Change Management) using enterprise ticketing systems. Familiarity with remote support tools and Active Directory User Administration is also essential.
- Soft Skills:
- Communication: Excellent communication skills, both written and verbal, with the ability to explain technical information to non-technical users.
- Problem-Solving: Strong problem-solving and analytical skills, with the ability to multitask in a fast-paced environment.
- Customer Focus: A strong customer-centric approach and a passion for delivering exceptional service.
- Flexibility: The ability to work in different shifts to provide 24/7 support.
