Helpdesk Engineer

L1/L2 Telephonic Support

• Experienced in working with international service desk with inbound call taking roles
• Handling all the Inbound calls & tickets in GSD
• Handling Basic L1 level queries for the users
• Diagnose and quickly resolve a wide range of Windows applications issues
• Basic troubleshooting knowledge for internet/LAN and WAN Connectivity issues
• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
• Remotely Install, upgrade, support and troubleshoot Windows OS and any other authorized desktop applications on Laptops/Desktops.
• Install, upgrade, support and troubleshoot for printers & related computer hardware.
• Performs general preventative maintenance tasks on computers, laptops & printers
• Customize & configure desktop hardware to meet specifications and business standards
• Basic Knowledge on Active Directory, Office 365 and Networks
• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
• Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool

Customer Focus

Providing timely and accurate resolution of technical issues experienced by the Users.

Excellent communication skills.

Identify and escalate severe issues which could cause production impact.

Technical Skillset Need to Know

*Networking Experience in LAN/WAN Environment

*Good knowledge of Active Directory

*Citrix

*O365

*Microsoft Windows

*Mobile Operating Systems (Android/iOS)

*Mcafee ePO

Technical Skillset Good to Know

*Knowledge of Infrastructure / Exchange / Server Technologies

*VoIP Services

*Knowledge of servers

*Virtualization / VMware /Cloud