Role & responsibilities

This role requires an individual with excellent problem-solving abilities coupled with a strong customer service orientation, and the capacity to manage multiple issues in a fast-paced environment as well the ability to communicate effectively with both technical and non-technical customers.

You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -

- Provide world class remote assistance to users via Chat, Phone and eMail
- Assists users by remote troubleshooting and resolving technical and service issues.
- Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.

Principle duties and responsibilities | Job Description :

- Provides comprehensive remote support across major operating systems -
- Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.
- Follow documented procedures for issues presented and escalate further if need be.

- Has the ability to troubleshoot by -

- Problem Isolation - The engineer should be able to identify if the presented issue is due to hardware, software, network, or user-related, and systematically narrowing down the root cause.
- Employ advanced troubleshooting techniques to diagnose and resolve problems efficiently by searching in SOPs and KBs
- Diagnose hardware-related issues with desktops, laptops,



printers, and peripherals, including recommending escalations to different internal departments and replacements when necessary.
- Assist in setting up, configuring, and installing new software and hardware.

- Document issues, resolutions, and troubleshooting steps for knowledge sharing and future reference.
- Communicate effectively with non-technical users to explain solutions in an understandable manner.
- Collaborate with cross-functional teams to escalate and resolve incidents.
- Support & Execute the deployment and integration of new SOPs and change in systems.

Preferred candidate profile

- Excellent problem-solving and analytical skills with a focus on mid-level troubleshooting.
- 0 - 3 years of IT related Customer Service experience
- Excellent communication skills, should be able to hold a conversation
- Ability to work independently and as part of a team in a fast-paced environment.
- Ability to deal professionally as well as ability to learn recent products and technologies
- Good customer service skills, multitasking and documentation skills
- Ability to adjust quickly to the changing priorities and implement the same per business requirements

Perks and benefits

1. Opportunities for professional development and career growth.
2. A Collaborative and inclusive work environment.
3. Access to cutting-edge technologies and tools.

📌 Helpdesk Support Engineer (Telangana)
🏢 Movate Technologies
📍 Telangana