NonStop io Technologies Private Limited Looking for Help Desk/Desktop Support Engineer at Pune, Maharashtra Full Time

Job Description for HelpDesk Support for Desktop

The HelpDesk Technician is responsible for handling first level/second-level support of service requests. This relates to all technology that the customer is using. This will include workstations, servers, printers, networks, and client applications, specific hardware, and software. The technician must be able to support remote-work applications.

Strong Interpersonal skills are required. This includes verbal and written communication skills, active listening, telephony, and customer-care.

Duties and Responsibilities

Responding to queries via chat, email, or phone

Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience

Tickets/Case Management

Accurately recording the scope of the issue/request and logging into ServiceNow the information.

Following up with customers to ensure full resolution of issues.

Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.

Monitor the remote monitoring and management system alerts/notifications and respond accordingly through service tickets.

Escalation of Tickets to the next level.

Technical Skills

Providing technical assistance for questions and problems including:

Troubleshooting Microsoft’s Office applications (Outlook, Teams, Word, PowerPoint, Excel)

Troubleshooting skills with the following operating Systems including Windows 10 (required), Windows 7 (required) and Mac O/S (basic troubleshooting only)

Video Conferencing Solutions including Zoom and Microsoft Teams

Mobile Device support for ActiveSync and Outlook Mobile

Other client applications like Learning Management Systems

Troubleshooting Connectivity Issues.

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

Unable to connect to the Wireless (WiFi)

Unable to connect to the Internet

Unable to connect to the corporate network (VPN)

Unable to connect to any application.

Basic remote access solution implementation and support: VPN, and Remote Work.

Resolving problems with networks and other computer systems

Diagnosing system errors and other issues

Installing or changing software to fix issues

Remotely accessing hardware or software for clients to make changes and fix problems

Diagnosis skills of technical issues

Understand processes in company systems by completing assigned training materials

Creating/updating knowledgeable articles, and training other staff members on troubleshooting and diagnosing problems

Job Types: Full-time, Regular / Permanent

Benefits:

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Weekend availability

Application Question(s):

• Are you ready to work in rotational shifts (morning / afternoon / evening and night shifts)?
• How soon you can join after selection?
• Do you have experience working with international (USA / UK) clients?
• How much is the current CTC (monthly in hand) and expected CTC?
• How many years of total related work experience do you have?

Experience:

• Remote Desktop Support: 1 year (Preferred)