It Service Desk Engineer

Contact Person: Sonal Kam (9873347320)

Profiles: Remote Desktop Engineer

Job Location: DLF Cyber City, Gurugram (Work from office)

Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma

Salary: up-to 28K in hand

Note:

rotational Shifts, 5 days working, 2 week Offs.

No Cab, Timing feasible for Metro and other Public Transport.

Profile :

• 06 months experience with remote desktop support- ability to troubleshoot software, hardware and connectivity issues remotely .
• At least 1 to 2 years utilizing chat functionality to service the customer.
• Experience with MS Office Applications including Outlook, software, hardware and application support for Windows and MAC issues
• Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony
• Familiarity with security tools and triaging
• Experience with installation, upgrade, and maintenance of software, hardware and peripherals

Deliverables:

• Utilize remote control tools to manage and enforce compliance with standards
• Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software
• Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures.
• In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues
• Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident