Technical Helpdesk Engineer

Sysnet

7 - 9 years

3 - 4 Lacs

mumbai

Posted:1 week ago| Platform:

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Skills Required

ticketing helpdesk german hardware customer service management technical helpdesk troubleshooting technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key responsibilities- Helpdesk-Genesis

Technical Support:
Provide first-level support to end-users for hardware, software, and network issues.
Problem Resolution:
Diagnose, troubleshoot, and resolve technical problems, including logging and documenting all issues and their solutions.
User Guidance:
Guide users through product functionality and provide empathetic, customer-focused assistance.
Escalation:
Escalate complex issues to other teams (e.g., engineering, product) when needed and work cross-functionally to find solutions.
Knowledge Management:
Maintain and update a knowledge base or help center to ensure accurate and useful information for users.
Communication:
Communicate with users via multiple channels, handle feedback, and maintain a professional and helpful demeanor.

Required skills and experience

Technical Proficiency:
Strong basic troubleshooting skills for hardware and software.
Customer Service:
Excellent communication skills and a customer-centric approach.
Problem-Solving:
Strong problem-solving skills and the ability to work independently.
Helpdesk Software:
Experience with helpdesk ticketing systems (e.g., Zendesk ) is often required.
Technical Experience:
Previous technical support or helpdesk experience is typically preferred.
Language Skills:
Some roles may require specific language proficiency, such as strong C1 English or proficiency in German and English.

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