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Senior Engineer - Service Desk (SD1)

Senior Engineer - Service Desk (SD1)

Microland

2 - 6 years

0 Lacs

haryana

Posted:1 week ago| Platform: Shine logo

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Skills Required

scanner outlook ms office communication information processing windows os desktop applications installation business applications sops troubleshooting disk management disk encryption networking protocols msp enterprise end user issues printer applications aptitude it assets uninstallation wireless configuration email client configuration osi layers ip address domain setup

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: You will be responsible for handling incoming calls, emails, and chat from users, providing initial support and troubleshooting based on Knowledge Base articles, recording, classifying, and prioritizing tickets, and contributing to the Knowledge Base with new articles. Additionally, you will be required to comprehend end users from international locations over the phone, take remote control of end users" machines if necessary, monitor the status and document progress towards resolution of all open tickets, and keep affected users informed about the progress. You will also be responsible for escalating the process if necessary, confirming resolution, and closing tickets within the SLA. Attendance at trainings and completion of certifications for set competencies will also be expected. Key Responsibilities: - Handle incoming calls, emails, and chat from users. Some accounts may require working on rotational shifts. - Comprehend end users from international locations over the phone. - Record, classify, and prioritize tickets. - Provide initial support and troubleshooting based on Knowledge Base articles. - Contribute to the Knowledge Base with new articles. - Take remote control of end users" machines if required while troubleshooting. - Route requests to the appropriate support groups or third-party suppliers when tickets are not resolved during initial support. - Monitor the status and document the progress towards resolution of all open tickets. - Keep affected users informed about the progress. - Escalate the process if necessary. - Confirm resolution and close tickets within the SLA. - Attend trainings and complete certifications for set competencies. Qualification Required: - Any Graduate (Engineering / Science) Additional Details: - Desired Skills: Understanding of domain setup and ability to add/remove computers to the domain (For MSP and Enterprise),

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Microland

Information Technology & Services

Chennai

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Senior Engineer - Service Desk (SD1)