Enterprise Technology Engineer - Support Desk Agent

Full time

Enterprise Technology Engineer - Support Desk Agent

India, Pune 1 day ago

Job category

IT&S

Experience level

Intermediate

Relocation available

This role is eligible for relocation within country

Job type

Professionals

Travel required

Up to 10% travel should be expected with this role

Job code

RQ108445

Job Description

Role synopsis:

A System Support technician is responsible for all aspects of support and technical assistance by addressing a wide variety of user issues including software problems, hardware failures and network issues.

Key accountabilities

Associate degree in a technical discipline or 2-4 years of technical equivalent work experience

Strong Customer Service skills

Professional call handling

De-escalation skills

Clear communication with non-technical users

Documentation while on the phone

Setting expectations for resolution time

Security and compliance awareness

Demonstrate a practical and data-driven approach to problem-solving

Self-motivated demonstrating superior technical ability

Working knowledge of MS Office and Office 365, Active Directory, Remote Connection software such as Bomgar and Cisco VPN

Experience with ServiceNow Ticketing applications

Network troubleshooting skills / Networking connectivity basics

Point-of-Sale troubleshooting experience including Credit Card / Pinpads

Password reset and MFA support experience

Windows 11 & M365 PC/Laptop troubleshooting experience

Ability to prioritize and manage multiple responsibilities that are time-sensitive

Core Competencies

Excellent self-organization and time management skills

Excellent written and verbal communication skills

Knows own capabilities, seeks out feedback and responds positively to improve performance

Formal education

A Bachelor's (or higher) degree, preferably in Computer Science, MIS/IT, or another STEM-related subject, or 5 years of relevant work experience.

Note: The role involves shift-based working hours.

Why join us

At bp, we support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.

There are many aspects of our employees’ lives that are important, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

Our innovative Energize recognition points programme and spot awards translate exceptional performance into tangible rewards, to motivate our high performers.Pay bp offers competitive pay in line with industry standards, making us an employer of choice. Discretionary bonusWe offer discretionary bonuses to reward strong company, business unit and individual performance, and recognition awards, including those related to long service to recognize commitment to the company. Retirement & savings We offer a range of discretionary retirement and savings plans to help provide you and your family with financial security. Insurance benefitsTo give you additional peace of mind, bp provides valuable insurance benefits in some countries. These are designed to provide financial assistance to employees and their families if employees become unwell or die in service. EquityDepending on your location and job level, there may be equity (stock and share) options you are eligible to join so you can be part of bp’s success.