Technical Support Engineer -SD

Location:- Pune

• To Respond to customer queries via inbound Calls, Emails, Chat and Web tickets within defined SLAs
• Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
• Hands on Knowledge of Office 2010/2013/Office365 to advance level.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Ability to diagnose and troubleshoot basic & Advanced technical issues with help of Knowledge Base articles
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Update users about request status and close request when users are satisfied with solutions
• Troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the Knowledgebase.
• Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups as defined.

Eligibility criteria:

• •

  Graduation/Post Graduation Full Time

  Graduate from computer background
• Immediate joiners only
• 24/7 SHIFTS