Job description:

Addressing User Tickets:
Respond promptly to user queries related to hardware, software, and networking.
Diagnose and resolve technical issues efficiently.
Installation and Troubleshooting:
Assist users in installing applications and setting up computer peripherals.
Troubleshoot hardware and software problems effectively.
Remote Troubleshooting:
Utilize remote troubleshooting techniques to resolve issues.
Provide clear instructions to users for problem resolution.
Documentation and Reporting:
Maintain detailed records of technical issues and their solutions.
Follow up with clients to ensure system functionality.
Gather customer feedback and identify potential product enhancements.
Technical Support:
Customize desktop applications to meet user needs.
Collaborate with other support personnel to escalate unresolved issues.
Requirements and Skills:
Work Experience:
Proven track record as a Desktop Support Engineer, Technical Support Engineer, or in a similar role.
Technical Proficiency:
Hands-on experience with Windows, Linux, and macOS environments.
Familiarity with office automation products, computer peripherals (such as printers and scanners), and network security practices.
Knowledge of anti-virus programs.
Problem-Solving Skills:
Excellent problem-solving abilities and multitasking skills.
Customer-oriented attitude

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases