Service Desk Engineer

1 dzień temu

Kraków, Lesser Poland PRIMUS Global Technologies Pvt Ltd Pełny etat

The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails

· L1 Technical Support

· Handling all the Inbound calls chat and emails in service desk

· Manage tickets that L1 engineers need assistance

· Handling Basic L1 queries from end users

· Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures

· Diagnose and quickly resolve a wide range of Windows applications issues

· Good troubleshooting knowledge on internet and VPN issues

· When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System

· Install upgrade support and troubleshoot for printers related computer hardware

· Knowledge of Citrix and VPN

· Customize configure desktop hardware to meet specifications and business standards

· Email account administration ie account creation and management and distribution lists on Office 365

· Robust queue management ability

· User account administration ie account creation and management and password resets on Active Directory

· Familiarize end users on basic software hardware and peripheral device operation and solve basic queries

· Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool

· Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications

· Good understanding of computer systems mobile devices and other tech products

· Efficiently manage technical escalations

· Good knowledge on Incident Management

· Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams

· Provide OnCall support at times when required

Customer Focus

· Providing timely and accurate resolution of technical issues experienced by the Users

· Excellent communication skills

· Must be able to demonstrate a customer first approach to support

· Identify and escalate severe issues which could cause production impact

· Natural aptitude for trouble shooting problem solving

· Have solid experience in a helpdesk or technical support environment

· Excellent skills on managing queues in service desk

Technical Skillset Good to Know

· Active Directory

· Citrix

· O365

· Microsoft Windows

· Mobile Operating Systems AndroidiOS

· SharePoint

· Knowledge of LaptopDesktopTablet issues

· VPN Troubleshooting

· Mobile Device Management

· Excel Reporting Good to have

Required Background Experience

· Any Graduate

· Service desk environment

· Hands on experience working in ITSM tools like Service Now Remedy etc

Skills

Mandatory Skills:

· Jira Service Desk, Servicedesk, Windows Server

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