Senior Engineer - Service Desk

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. Handle incoming calls, emails and chat from the users. Some account may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Contributing to Knowledge Base with new articles 6. Taking a remote of an end users machine if required while troubleshooting 7. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies Technical Skills 1. Ability to differentiate between different type of IT assets 2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 3. Understanding of desktop applications and how do they work, installation & uninstallation 4. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issues 9. Ability to troubleshoot calls for printers & copiers locally and remotely Backup and Recovery: (Required for Tech Support) 1. Technical understanding of native backup management tools & different types of backups 2. Ability to isolate system issues to back up job issues 3. Ability to provide SOP based support for configuring & troubleshooting backup related issues 4. Basic Networking (Protocols/OSI Layers/IP address) 5. Desired Skills:- Basic understanding of virtual infrastructure (VMware, Hyper-V, Citrix) and Cloud (AWS, Azure and Google cloud) (For MSP) 6. Desired Skills:- Understanding of domain setup & ability to add / remove computers to domain (For MSP and Enterprise) Behavioral & Functional skills 1. Good verbal & written communication skills 2. Time management 3. Ability to collaborate and work in a team 4. Basic understanding of ITIL 5. Decision making 6. Problem solving 7. Planning, organizing & prioritizing 8. Active listening skills