Technical Support Engineer - Service Desk

Technical Support

Indore

Permanent

Job Title: Technical Support Engineer - Service DeskJob Purpose: L1 SupportQualification: Any Degree with Computer Science / Technology background or EquivalentCertification: ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud/Technology related certificatesExperience: 3-5 yearsResponsibilities:

• Receive IT support requests via various support channels such as email, phone and Teams and log them in the ticketing system
• Logging, Handling and Resolving the tickets in ticketing system.
• Handle L1 tickets, troubleshoot and diagnose IT problems, identify root causes, and implement solutions with low MTTR
• Responding in a timely manner to technical issues and requests with high quality to meet Response SLA.
• Installing and configuring computer hardware, software, systems, networks, printers and scanners for end users
• User access management
• Analyze, diagnose and troubleshoot issues and malfunctions with hardware and software.
• Excellent problem-solving and analytical skills
• The ability to break down technological processes and deliver clear, step-by-step instructions to users.
• Provide professional support to VIP users.
• Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices
• Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency
• Work with the team to provide high quality IT services to the users.
• Manage tickets as ITIL process efficiently as per defined SLA
• Routing tickets in ITSM tool for efficient ticket management and timely resolution

Mandatory:

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• Basic networking experience
• Comprehensive experience in OS systems.
• Proven experience in ticketing systems – BMC Remedy and Manage Engine ITSM preferred
• ITIL V3 Foundation certified