Key responsibilities- Helpdesk-Genesis

- Technical Support: Provide first-level support to end-users for hardware, software, and network issues.
- Problem Resolution: Diagnose, troubleshoot, and resolve technical problems, including logging and documenting all issues and their solutions.
- User Guidance: Guide users through product functionality and provide empathetic, customer-focused assistance.
- Escalation: Escalate complex issues to other teams (e.g., engineering, product) when needed and work cross-functionally to find solutions.
- Knowledge Management: Maintain and update a knowledge base or help center to ensure accurate and practical information for users.
- Communication: Communicate with users via multiple channels, handle feedback, and maintain a professional and helpful demeanor.

Required skills and experience

- Technical Proficiency: Strong basic troubleshooting skills for hardware and software.
- Customer Service: Excellent communication skills and a customer-centric approach.
- Problem-Solving: Strong problem-solving skills and the ability to work independently.




- Helpdesk Software: Experience with helpdesk ticketing systems (e.g., https://www.google.com/search?q=Zendesk&sca;_esv=e5f7800d8a81a6ec&rlz;=1C1CHBF_enIN1120IN1120&ei;=Ot0JafXII4ic4-EPnZvtsA0&ved;=2ahUKEwj0t67lrdiQAxVTzjgGHRNZIWAQgK4QegQIBhAE&uact;=5&oq;=Helpdesk-Genesis+Job+description&gs;_lp=Egxnd3Mtd2l6LXNlcnAiIEhlbHBkZXNrLUdlbmVzaXMgSm9iIGRlc2NyaXB0aW9uMggQIRigARjDBDIIECEYoAEYwwRI6BBQAFgAcAB4AZABAJgBrwGgAa8BqgEDMC4xuAEDyAEA-AEC-AEBmAIBoALOAZgDAJIHAzItMaAHuQOyBwMyLTG4B84BwgcDNC0xyAcT&sclient;=gws-wiz-serp&mstk;=AUtExfA1kWzSjsFhxmksgoc5ZQfKUQjYLG-xKW5AzPz9W41RGMob6MTF1XPRRRQyNeg7ScQ4KRPRe3Fv8vu71qi9-dAx1bmXEtH-o7I8QaOghlkKOv-7jm04-6lxZYHhai9kk0&csui;=3) is often required.
- Technical Experience: Previous technical support or helpdesk experience is typically preferred.
- Language Skills: Some roles may require specific language proficiency, such as strong C1 English or proficiency in German and English.

📌 Technical Helpdesk Engineer (India)
🏢 Sysnet Global Technologies
📍 India