Lead - Desktop Engineer

Everise; India; On-site; INR 300,000 - 600,000; Full time

Job summary

Everise is seeking a candidate with a strong understanding of hardware, software, and TCP/IP networking principles for a technical support role. Outstanding communication skills and a strong customer service orientation are required. The position involves managing tickets, providing feedback to the team, and executing tasks as delegated by management. Candidates should be adept at troubleshooting Windows Operating Systems and have experience with BPO applications and ITIL processes.

Responsibilities

• Provide outstanding customer services and satisfaction.
• Manage tickets, follow-up actions, and closing issues.
• Coach the team and serve as a point of contact for inquiries.
• Execute assigned tasks as delegated by management.

Skills

Strong understanding of hardware, software and TCP/IP networking principles

Outstanding communication skills

Strong knowledge in Microsoft Office and BPO Applications

Excellent knowledge of computers and peripherals

Advanced troubleshooting of Windows Operating System

Strong customer service orientation

Familiarity with ITIL processes

Understanding of project management processes

Tools

VPN Citrix

Anti-virus tools

Inventory management tools

Job description

Responsibilities and Qualifications

Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of telephony and web‑design principles.

• Outstanding communication skills to team and clients. Ability to motivate the team to adhere IT best practice, meet IT metrics/goals and deliver outstanding customer services and satisfaction to clients and persons on a consistent basis.
• Strong knowledge in Microsoft Office, Patch Management, Anti‑Malware, BPO Application (CMS, RTA Softphone, VPN Citrix and such), imaging, remote assistance, anti‑virus and inventory management tools.
• Excellent knowledge of computers (PC, Laptop and Mac) and peripherals, with networking and telephony devices knowledge.
• Advanced working knowledge of configuring and troubleshooting Windows Operating System and technologies integrated with applications.
• Strong customer service orientation, good written and oral communication skills, keen attention to detail with strategic and holistic mindset, self‑motivated and directed.
• Working knowledge of managing tickets, follow‑up actions and closing issues. Familiarity with ITIL processes or high understanding of the ITSM process.
• Ability to provide feedback/coaching to the team and serve as a point of contact/resource for escalation and inquiry.
• Understanding of project management processes with experience in IT security and audit, identity and remediation.
• Ability to work in a fast‑paced and changing environment, manage user expectations and potential risks.
• Execute other assigned tasks as delegated by appropriate management.