Desktop Support Engineer

BCforward; Mumbai, Navi Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

BCforward is seeking an IT Customer Service Representative in Mumbai to provide desktop support, diagnose and resolve system/application issues, and escalate where needed. The role involves documenting problems, maintaining knowledge bases, and staying current with evolving technologies.

Ideal candidates have hands-on experience in IT service desks, strong communication skills, and the flexibility to work in shifts while ensuring SLA compliance.

Qualifications

• Diploma or BE in computer technology is required.
• 15 years of full-time education completed is required.
• Experience in desktop support and IT service desk is preferred.

Responsibilities

• Take ownership of customer issues and provide resolution.
• Research, diagnose, troubleshoot and resolve system/application issues.
• Escalate unresolved issues following standard procedures.
• Document issues and maintain knowledge base.
• Learn new technologies and adapt to changing tools; Azure/AWS skills are a plus.
• Maintain SLA adherence for user issues.

Skills

Tech Savviness

Communication skills

Analytical skills

Shift flexibility

Technical skills

Education

Diploma/BE in computer technology

15 years full-time education

Tools

Azure

AWS

Job description

IT Customer Service Representative

Mumbai

Job Description: Desktop support engineer

Key Responsibility:

• 1 - Taking ownership of customer issues reported & solving their problems through by providing resolution.


• 2 - Researching, diagnosing, troubleshooting, & identifying solutions to resolve system/application issues.


• 3 - Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Technical Experience:

• 1-Installation & configuration of various applications.


• 2-Installation & configuration of Operating system with various methods like WDS, GHOST, Bootable PD etc.


• 3-Engineer ensure proper logging of all issues.


• 4-Document technical issues in the knowledge database.


• 5-Should possess ability to learn & work on changing & emerging technologies. Certification in new technologies like Azure, AWS will be added advantage.


• 6-Keep track of users system issues until resolved by adhering to the SLA.

Professional Attributes:

• 1 - Good technical skills & should possess with current technology.


• 2 - Good communication skills both written & verbal.


• 3 - Should be a Tech-Savviness.


• 4 - Flexible to work in all shift & under pressure situations.


• 5 - Good analytical skill.

Educational Qualification: -

• Diploma/BE in computer technology.


• Should be completed 15 years full time education.