IT Help Desk Engineer

Please read the full job description before applying. Only serious candidates shall apply. Looking for immediate joiners.

Must have a minimum of 2 years + experience working with the US end users.

Technical Skills (Must Have)

• Experience in Technical support that includes:
• Desktop support
• Operating Systems
• Outlook
• Office 365
• Printer management
• Password Management (Active Directory)

Excellent communication skills

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over calls.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Requirements and skills

• Proven experience as a help desk technician or other customer support role
• Ability to diagnose and resolve basic technical issues
• Excellent proficiency in English

- Excellent communication skills

• Customer-oriented and cool-tempered
• B'Tech/BSc/BA in IT, Computer Science or relevant field