Sr Engineer - Service Desk

Microland; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Unknown company is seeking a helpdesk professional to handle incoming calls, emails, and chats from users, including those located internationally. The role involves basic troubleshooting, ticketing, and occasional remote access to user devices.

The candidate should be able to work rotating shifts, understand end-user issues across Windows and common business apps, and route complex requests to the right teams. Training and knowledge resources are available.

Qualifications

• Handle incoming calls, emails and chat from users with rotational shifts.
• Ability to comprehend end users from international locations over the phone.
• Record, classify and prioritize tickets.
• Provide initial support and troubleshooting based on Knowledge Base articles.
• Take remote control of end users' machines if required during troubleshooting.

Responsibilities

• Route requests to appropriate support groups or third-party suppliers when needed.
• Monitor the status and document progress toward resolution of all open tickets.
• Keep affected users informed about progress and status of their tickets.
• Ensure resolution confirmation and closure of tickets within SLA.

Skills

Technology

End User Issues

Printer

Scanner

Outlook

MS Office

Applications

Education

Diploma

Tools

Windows OS

Email Client

Remote Troubleshooting

Job description

Education Qualification :

Diploma

Skills :

Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 2 - Knowledgeable

Certification :

Technology | IT Certifications | HDI Certification | ITIL Foundation

Details:

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

Technical Skills:

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

Backup and Recovery:

1. Technical understanding of native backup management tools and different types of backups.
2. Ability to provide SOP based support for configuring and troubleshooting backup related issues
3. Basic Networking

Desired Skills:

Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.