Desktop Support Specialist - Voice

Role: Desktop Support Engineer (Voice)

Exp range : 4 - 10 years

Locations: Chennai/Bangalore

JD:

1. • Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat
2. • Willing to work in night shifts over prolonged period
3. • Excellent written & spoken communication skills
4. • Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
5. • Effectively manage length of calls, handle time, and after call work
6. • Walk the customer through the problem-solving process
7. • Determining the best solution based on the issue and details provided by customers
8. • Provide accurate information on IT products or services
9. Assisting users with password resets and account unlock for reported incidents and requests.
10. Performing remote troubleshooting through diagnostic techniques and pertinent questions
11. System boot issues and Microsoft Office related issues
12. Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN
13. Using specific tools to diagnose issues, make recommendations for resolution
14. Placing corporate phone orders through authorized vendor portals
15. Supporting hardware collection of terminated employees
16. Providing support through the technologies such as Nexthink, Controlup and App Volume Manager
17. Providing support to MacOs devices.
18. Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf.
19. Printer configuration and troubleshooting