We are looking for a competent Helpdesk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician 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.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone, email and ticketing system
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
RequirementsProven experience as a helpdesk technician or other customer support roleTech savvy with working knowledge of Windows, MS Office, Mac OS, applying windows patches, keeping systems compliant with corporate information security standardsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishMicrosoft Windows 10/11 & Office 2016/19 Installation and Troubleshooting Exposure to Ticketing System like JIRA, Manage engine Service Desk or any other.Experience in supporting Call Center operations as a Service Desk EngineerApplication and System troubleshooting (Both hardware & Software)Troubleshooting of Tools and ApplicationsBasic understanding of Antivirus, DLP & Encryption TechnologyExposure to Active Directory infrastructure and user managementExposure to GPO & OU operations in Active DirectoryRotational Shifts