It Support Engineer
Year Remote, India
Job Description
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Job Summary The IT Support Engineer is the first line of support for our internal and external customers. You are responsible for delivering exceptional customer service for various applications and technical support to end users. Outstanding ability to identify, diagnose and resolve any issues with hardware, software, and other applications. You will work on the internal ticketing tool Zendesk as a level 1 IT support engineer helping internal & external clients to the best of your ability and in a timely manner. Making sure to follow up on the pending issues and bring them to closure. Engage in creating & updating Knowledgebase articles which would be in the Help center. Essential Job Functions Every effort has been made to make the job description as complete as possible. However, it in no way states or implies that these are the only duties that will be required to be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is a logical assignment to the position.
- Troubleshoot Microsoft Office 365-related issues to include user creation, access to TEAMS / SharePoint, Exchange Admin, MFA as well as other MSO activities
- Ability to set up Windows or MAC operating system and provide ongoing maintenance and troubleshooting
- Installing or removing new software, hardware and updating existing ones as needed
- Facilitate calls with customers to explain, address and resolve the issues raised to technical support
- Troubleshoot network and wireless connectivity of corporate users
- Perform asset management for IT hardware, software, and equipment
- Responsbile for new hire IT Checks to confirm candidate meets .efficiently\xe2\x80\x99s minimum IT requirements
- Adherence to the onboarding and offboarding checklist and SOP for employees
- Assist in quarterly license audits
- Gather and analyse data to diagnose problems with computer systems
- Capture and document all queries and concerns of the issue via Zendesk our ticket management application
- Collaborate and coordinate within the team in identifying and resolving customer issue
- Responding to customers via various communication channels and providing timely updates
- Ensure 100% adherence to the team\xe2\x80\x99s standard operating procedures (SOPs) and organizational processes.
- B.Tech in Computers/IT/ MCA/ M.Sc.(IT)
- 0-3 years in a role with customer-facing support responsibilities such as a call center, support center, or similar work experience
- Demonstrated experience with communication with US based customer
- Experience with handling customer issues, and prioritization & escalation of those issue
- Strong computer skills
- Previous experience with Zendesk preferred
- Proficient level of English communication both written and orally
- Excellent knowledge of customer handling skills
- Ability to learn fast, problem-solve, and pick up new technologies as needed
- Worked with a US or Canadian based Company preferred
- Initiative-taking, self-motivated, and should be a team player
- Strong Analytical and troubleshooting skills
- Superb time management and thoroughness of work
- Understanding and compliance with SOPs
- Keep current with the latest technologies.
Position Type/Expected Hours of Work Location: This is a fully remote, full-time, employment position Shift Timings: The hours are rotational shifts Monday through Friday from 3 PM to 00:00 AM, 6 PM \xe2\x80\x93 3 AM or 7:00 PM to 4:00 AM. Occasional evening and weekend work may be required as job duties demand. Timings would change during Day Light Savings as observed in the US. Note: This is a remote position, and a strong internet connection is required (company subsidy available). Power backup is mandated.
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Job Detail
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Job IdJD3035827
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationRemote, India
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EducationNot mentioned
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ExperienceYear