Desktop Support Engineer - Ticketing System

Designation : Desktop Support Engineer Job Description : Roles and Responsibilities : A Desktop Support engineer is responsible for troubleshooting the issues that appear on the companys network. They resolve the issues of the clients with their knowledge of hardware and software applications. Following are some duties and responsibilities that they may need to perform : - Addressing user tickets for issues regarding hardware, software, and networking. - Assisting customers through installing applications and computer peripherals. - Providing technical support either by visiting on-site or through remote-access systems. - Providing IT networks and customer services to users inside and outside the company. - Guide users with step-by-step instructions to resolve the issues. - Customising the desktop applications as per the needs of users and clients. - Advising on software and hardware upgrades. - Maintaining a log of job tickets and maintenance tasks. - Send the unresolved issues to the next level of the support team. - Ensuring that the client systems are working fine. - Creating technical reports and manuals. - Keep up with current breakthroughs in computing technology and research its reviews. - Addition of EUC devices on Intune - Troubleshoot issues and provide efficient and prompt resolution to customers within timelines. - Ensure quality resolution to avoid escalations from customers and reopening of issue tickets. - Escalate critical issues to cross functional teams to ensure quick resolution and coordinate with the product development team on bug fixes. - Assume responsibility for developing detailed knowledge about specific products. - Ensure internal knowledge reference pages are updated Required Skills : - Graduation. - Strong analytical and problem-solving skills. - Excellent communication skills, both written and verbal. - A drive to dig into the details of a system or process to solve customer problems. - Zeal to learn and constantly upgrade skills in a fast changing work environment. - Ability to think on your feet and remain calm under pressure. - Self-motivated, takes initiative, assumes ownership. - Ability to work in a highly collaborative and fast-paced environment. Strong teamwork : - Willingness and ability to get help from team members when required, and the good judgment to know when to seek help. (ref:hirist.tech)

Location: in, IN

Posted Date: 11/23/2024