Rapid Global Business Solutions Looking for Technical Support Engineer at Pune, Maharashtra Full Time

Greetings from RGBSI !

Role: Technical Support

Location: Pune(Remote)

Major Responsibilites:
Available for weekend work and/or On-Call support (some changes will need to be done when production is not scheduled)

Ability to work in 24X7 Shifts

Respond to emails from employees and customers seeking help with software- or computer-related issues

Learn the functions and back end of our software program so you can walk users through the steps to achieve specific goals

Aid the development team in conceptualizing updates and upgrades that will enhance users’ experience

Walk customers through the steps to achieve a goal in our software on the phone

Always maintain a high level of courteous customer service

Managing help desk tickets

Providing solutions and advice on technical issues

Creating manuals for technical training

Using feedback from customers to improve problem-solving techniques and customer service

Responding to texts, emails, and calls on technical issues

Documenting and analyzing technical issues and customer interactions

Attending training sessions and conferences to stay current with best practices on how to help customers with technical issues

Installing and configuring hardware and software components

Troubleshooting hardware and software issues

Upgrading systems to enable software compatibility

Installing and upgrading anti-virus software and security systems to ensure network security

Performing tests and evaluations on software and hardware

Offering information and support to users

Maintaining relationships with different employees and departments

Minimum Qualifications, Formal Education, Certification or Equivalent

B.E(CSE), B.Tech(CSE/IT/E&TC), BCA, BSc(Computer Science)

Working Experience – Nature & Length

At least 1 years of experience is required for the service desk support, already worked on handling incidents on ServiceNow or on BMC Remedy, Service Now talent will be preferred.

Relevant certifications, such as Microsoft, Cisco, and CompTIA are preferred, not mandatory. Working knowledge and expertise with a variety of software, hardware, and applications, Familiarity with O365 suits a plus.

Analytical skills to study problems and records and identify solutions.

Team-oriented attitude to help other colleagues and departments with technical problems.

Must be dependable, able to follow instructions, respond to management direction and be able to improve performance through management feedback.

Ability to plan, organize and manage time effectively and Excellent customer service skills

Highly motivated individual with the ability to work with minimal supervision.

Excellent organizational and communication skills and an ability to follow through on assigned duties independently