Service Desk Engineer( Immediate Joiner Preferred)

Microland; Gurugram District; Hybrid; INR 400,000 - 600,000; Full time

Job summary

Microland in Gurugram is looking for an SD Engineer who will be responsible for handling incoming calls, emails, and chats from users. The successful candidate will provide initial support and troubleshooting, monitor ticket status, and keep users informed throughout the resolution process.

Technical skills required include basic troubleshooting on different versions of Windows OS, understanding desktop applications, and the ability to perform remote troubleshooting. The role includes 24/7 support with rotational shifts and a five-day working week.

Qualifications

• Ability to comprehend end users from international locations over the phone.
• Recording, classifying and prioritizing tickets.
• Resolution confirmation and closure of tickets within the SLA.

Responsibilities

• Handle incoming calls, emails, and chat from users.
• Keep affected users informed about ticket progress.
• Monitor the status and document the progress toward resolution.

Skills

Basic troubleshooting on different versions of Windows OS

Understanding of desktop applications

Troubleshooting Desktop/Application remotely

Disk management, Disk Encryption, Wireless configuration

Install and configure email client

Job description

Details

• Handle incoming calls, emails and chat from the user may require working on rotational shift
• Ability to comprehend end users from International locations over the phone
• Recording, classifying and prioritizing tickets
• Providing initial support and troubleshooting based on Knowledge Base articles
• Taking a remote of an end users machine if required while troubleshooting
• Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
• Monitoring the status and documenting the progress towards resolution of all open tickets
• Keeping affected users informed about the progress.
• Resolution confirmation and closure of tickets within the SLA

Technical Skills

• Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
• Understanding of desktop applications, installation and uninstallation
• Ability to support users in business applications based on SOPs
• Troubleshooting Desktop/Application remotely
• Ability to carry out Disk management, Disk Encryption, Wireless configuration
• Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
• Ability to Install and configure email client, troubleshoot connectivity issue

Location: Gurugram

Role: SD engineer

Support: 24*7 (Shifts)

Working: 5 days working