Engineer - Cloud & Infra Management

Role description

Service Desk Services

JD Service Desk Analysts

Minimum 3 years of experience as a Help Desk Technical Support Technician or Semi Technical support role

Good understanding of computer systems mobile devices and other tech products

Strong problemsolving abilities with Ability to diagnose and resolve basic technical issues

Strong verbal and written communication skills with the ability to effectively communicate to a variety of audiences

Certification Requirement ITIL Foundation Windows 10 Configuration

Job Description

Responsible for providing technical assistance and support related to computer systems hardware or software Responds to queries runs diagnostic programs isolates problem and determines and implements solution

Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution They must also be customer oriented and patient to deal with difficult customers

Responsibilities

First point of contact for all end user reporting technical issues over the phone Chat or email or web

Responsible for providing the first line of technical support of hardware Operating Systems sub systems and or applications for customers and or employees

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures

Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements

Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups

Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs

Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and Categorize and record reported queries and provide solutions

Advise users on appropriate course of action

Monitor issues from start to resolution

Systematically interprets user problems and identifies solutions and possible side effects Ability to paraphrase and trouble shoot issues

Uses experience to address user problems and interrogates database for potential solutions

Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate

Maintains records informs users about the process and advises relevant persons of actions taken

Adhere to the documented policies and procedures

Pass on any feedback or suggestions by customers to the appropriate internal team

Engages other support teams or resources as when appropriate to resolve tickets

Use appropriate CTI classification for incidents and requests

Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates

Maintain confidentiality with regards to client customer information adhere to the NDA guidelines

Identify major incidents and invoke the major incident management process

Identify new issues and contribute to Knowledge Base development

Install modify and repair computer hardware and software

Preferred

Good communication skills

Need to be flexible in working from Office

Should have understanding of below Technical Skills

Basic Networking VPN and Active Directory Skills

OS Windows 7 Windows 10 Mac OS X

Office MS Office Office365

Browser IE7 IE8 Mojilla Safari

Outlook 2007 2010 2016

Knowledge on PC Laptop Handheld Printers Remote Support

Hands on experience on ITSM tools like ServiceNow BMC is an added advantage