Technical Support Engineer -SD

EUSS SD Level 2

Location:- Pune

• To Respond to customer queries via inbound Calls, Emails, Chat and Web tickets within defined SLA’s
• 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
  

Skills:

• Excellent Communication skills (Written & Verbal)
• Good Analytical, logical, and reasoning skills
• Computer Fundamentals
• Good keyboard skills – needs to be able to toggle between many screens with speed and needs to be able to type with speed and accuracy.
  

Process Skills:

• ITIL Framework
• Skills to deal with difficult and demanding customers.
  

Behavioral Skills:

• Willingness to work in night / Rotational shifts
• 5 days working and any 2 consecutive/Split weekly offs.
• Self-starter with an ability to work in a team environment.
• Must be able to handle the stress and pressure of SLAs