Senior Engineer - Service Desk Job in
- Microland
- 2 to 6 Yrs
- Other Maharashtra
- 9 months ago
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Job Description
- Required Skills Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Process | IT Service Management | Incident Management Process | IT Service Management | Service Desk Education Qualification : Diploma Certification Mandatory / Desirable : Technology | IT Certifications | HDI Certification | ITIL Foundation Required Skill Technology - End User Issues|Printer+Scanner+Outoook+MS Office+Applications Process - IT Service Management|Service Desk Process - IT Service Management|Incident Management * * Details 1.tHandle incoming calls, emails and chat from the users. Some account may require working on rotational shift 2.tAbility to comprehend end users from International locations over the phone 3.tRecording, classifying and prioritizing tickets 4.tProviding initial support and troubleshooting based on Knowledge Base articles 5.tContributing to Knowledge Base with new articles 6.tTaking a remote of an end users machine if required while troubleshooting 7.tRouting requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support 8.tMonitoring the status and documenting the progress towards resolution of all open tickets 9.tKeeping affected users informed about the progress. 10.tEscalating the process if necessary 11.tResolution confirmation and closure of tickets within the SLA 12.tAttend trainings and complete certifications for set competencies Technical Skills 1.tAbility to differentiate between different type of IT assets 2.tBasic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 3.tUnderstanding of desktop applications and how do they work, installation & uninstallation 4.tAbility to support users in business applications based on SOPs 5.tTroubleshooting Desktop/Application remotely 6.tAbility to carry out Disk management, Disk Encryption, Wireless configuration 7.tAbility to check utilization and availability, ability to perform start up and shut down services by following SOP 8.tAbility to Install and configure email client, troubleshoot connectivity issues 9.tAbility to troubleshoot calls for printers & copiers locally and remotely Backup and Recovery: (Required for Tech Support) 1.tTechnical understanding of native backup management tools & different types of backups 2.tAbility to isolate system issues to back up job issues 3.tAbility to provide SOP based support for configuring & troubleshooting backup related issues 4.t Basic Networking (Protocols/OSI Layers/IP address) 5.tDesired Skills:- Basic understanding of virtual infrastructure (VMware, Hyper-V, Citrix) and Cloud (AWS, Azure and Google cloud) (For MSP) 6.tDesired Skills:- Understanding of domain setup & ability to add / remove computers to domain (For MSP and Enterprise) Behavioral & Functional skills 1.tGood verbal & written communication skills 2.tTime management 3.tAbility to collaborate and work in a team 4.tBasic understanding of ITIL 5.tDecision making 6.tProblem solving 7.tPlanning, organizing & prioritizing 8.tActive listening skills,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Senior Engineer - Service Desk Job inContact Details:
Company: MicrolandLocation(s): Other Maharashtra
Keyskills: Scanner Outlook MS Office IT Service Management Incident Management Service Desk ITIL Foundation Troubleshooting Remote Support Monitoring Escalation Management SLA Management Training IT Asset Management Desktop Applications Installation Disk Management Disk Encryption Printer Troubleshooting Networking Cloud Services Communication Skills Time Management Teamwork ITIL Problem Solving Planning Organizing Printer Certifications Windows OS Troubleshooting Backup Recovery Decision Making
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Microland
Microland Limited Microland is India's first Hybrid IT Infrastructure Services Provider and a trusted partner to enterprises in their IT-as-a-Service journey. Headquartered in Bangalore, India, Microland has over 3,700 professionals across its offices in India, North America, Europe and Middle ...
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