Service Desk Engineer

First American; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

First American is looking for an IT Support Specialist to manage and resolve user issues effectively. The ideal candidate should have 2 to 3 years of professional IT experience and strong troubleshooting skills for desktop and laptop systems, including Windows 10 and Microsoft Office 2016.

The role involves configuring hardware/software, managing service tickets, and ensuring high user satisfaction. A Graduate or Post Graduate in Commerce is required.

Qualifications

• Minimum of 15 years of formal education.
• Professional work experience of 2 to 3 years in IT support.

Responsibilities

• Identify and resolve complex user issues and high priority tickets.
• Maintain user and system up-time through effective remote problem solving.
• Configure hardware/software to customer specifications.
• Deliver support for reported problems with devices.

Skills

Troubleshooting desktops/laptops

Excellent customer support skills

Prioritizing IT tickets

Ticketing tools knowledge

Education

Graduate/Post Graduate in Commerce

Tools

Windows 10

Microsoft Office 2016

Job description

Job Summary

Job Description

This role shall be responsible for identifying and resolving complex issues reported by users, system requests and handle high priority tickets. This position maintains user and system up-time through effective remote problem solving and by working with outside resources and vendors to deliver effective resolution. Must have experience with remote access systems. Ability to manage multiple customer accounts at any given time. Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures, Configure hardware / software to customer specifications. Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices. Evaluate new product versions and recommend upgrade schedules. Set up and troubleshoot domains, user accounts and software accounts. Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.

Competencies

• Demonstrate knowledge of troubleshooting desktops/ laptops and basic understanding for networks.
• Excellent customer support skills
• Ability to prioritize IT tickets and respond effectively to end user.
• Should be able to think on his feet to ensure tickets and closed within SLA.
• Ability to multi task while managing multiple tickets and user requests.
• Knowledge of using any ticketing tool such as service first.

Technical Skills

• Upgrading, supporting and troubleshooting Windows 10 and Microsoft Office 2016 and any other authorized desktop applications
• Upgrading, supporting and troubleshooting for printers, computer hardware and any other authorized peripheral equipment
• Performing general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performing remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.
• Understanding the working nuances of FAIs existing IT infrastructure
• Preparing to trigger system updates as and when necessary
• Understanding the basic servers in use at FAI
• Being able to effectively diagnose any issues or incidents with servers
• Trigger server updates as and when necessary
• Support development and implementation of new projects and new hardware installations
• Perform configuration and maintenance activities relating to user profiles and policies
• Ensure adherence to the terms of license agreements

Educational Qualification and Experience

Minimum of 15 years of formal education - Graduate / Post Graduate in Commerce.

Professional work experience of 2 to 3 years.