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Senior Engineer - Service Desk (SD1)

Senior Engineer - Service Desk (SD1)

Microland

1 - 5 years

0 Lacs

maharashtra

Posted:1 week ago| Platform: Shine logo

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Skills Required

technology scanner outlook ms office communication information processing desktop applications disk management disk encryption end user issues printer applications behavioral aptitude basic troubleshooting installation uninstallation support users in business applications troubleshooting desktopapplication remotely wireless configuration check utilization availability perform start up shut down services install configure email client troubleshoot connectivity issues troubleshoot calls for printers copiers basic networking understanding of domain setup add remove computers to domain

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: You will be responsible for handling incoming calls, emails, and chats from users, providing initial support and troubleshooting, recording and prioritizing tickets, routing requests to appropriate support groups or third-party suppliers, monitoring ticket status, and ensuring timely resolution within SLA. Additionally, you will contribute to the Knowledge Base, attend trainings, and complete certifications for set competencies. Key Responsibilities: - Comprehend end users from international locations over the phone - Contribute to Knowledge Base with new articles - Take remote control of end users" machines for troubleshooting - Keep affected users informed about the progress - Escalate the process if necessary - Attend trainings and complete certifications for set competencies Qualifications Required: - Any Graduate (Engineering / Science) - Ability to differentiate between different types of IT assets - Basic troubleshooting on different versions of Windows OS - Understanding of desktop applications and their installation and uninstallation - Ability to support users in business applications based on SOPs - Troubleshooting Desktop/Application remotely - Basic Networking (Protocols/OSI Layers/IP address) - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise) Location: India - Mumbai Additional Details: No additional details available in the provided job description.,

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Microland

Information Technology & Services

Chennai

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Senior Engineer - Service Desk (SD1)