Walk-in || Service Desk Engineer L1

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat & email.
• Experience in Core IT Support, Addressing Clients Worldwide (24*7).
• Experience troubleshooting and configuring desktop hardware and associated peripherals.
• Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype)
• Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting.
• Experience working in a fast-paced environment.
• Strong customer service experience.
• Excellent communication skills is must.
• Ability to multitask well.
• Real time Ticket creation and documentation.
• Ability to perform tasks within SLAs.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the SOPs / KB’s related to the issue and the relevant details provided by customers.
• Walk the customer through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures & KB articles.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues faster.
• 24/7 rotational shift.

What you will bring to the team:

• Experience – 0- 0.6 months in IT Support
• Education – Bsc (IT, Computer) or B.Tech/ BE, BCA, M.Tech,
• MCA, Msc (Computer)

Since the openings are for Service Desk L1 roles, we request you to guide your students to prepare on:

• Basic IT Infrastructure concepts
• Hardware & Networking fundamentals
• Troubleshooting methodologies
• Customer Service fundamentals
• Basic ITIL concepts