**Imediate Joiners**

Job Description Helpdesk Engineer

Position Details

- Position: Helpdesk Engineer
- Experience: 23 Years
- Location: Mahipalpur, IGI Airport Terminal 3, New Delhi,
- Contract Duration: 12 Months
- Payroll: Subcontractor
- Shift: 247 Rotational Shifts (3 Shifts)
- Working Hours: 9 hours per day, including weekends and public holidays on a rotational basis

Assignment Description

Helpdesk Engineer serving as the first point of contact for customers seeking technical assistance over the phone or email. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Key Skills

- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Determining the best solution based on the issue and details provided by customers.
- Respond to queries either in person, over the phone, or through other communication modes.
- Train and support computer and other hardware users.
- Maintain daily performance of computer systems.
- Respond to email messages from customers seeking technical assistance.
- Ask the right questions to determine the nature of the problem.
- Create an incident number for every issue handled and follow up until a workable solution is provided. Close the incident only with user consent.
- Perform assigned KPIs and adhere to agreed SLAs at all times.
- Walk customers through the problem-solving process.
- Install, modify, and repair computer hardware and software.
- Plan and conduct scheduled and routine maintenance.
- Run diagnostic programs to resolve problems.
- Resolve technical problems related to LAN, WAN, and other systems.
- Install computer peripherals for users.




- Follow up with customers to ensure issues have been resolved.
- Obtain customer feedback on issue resolution.
- Run reports to identify recurring malfunctions.
- Strong hands-on knowledge of remote desktop and management software.

Candidate Profile

- BCA/MCA or equivalent degree in Information Technology.
- ITIL Certification is mandatory.
- 13 years of technical maintenance/support experience.
- Solid knowledge of hardware and computing configurations.
- Good verbal and written communication skills in English.
- Strong coordination, collaboration, analytical, and problem-solving skills.
- Quick Learner and a good team player
- Experience to work and interact with clients
- Strong understanding of Customer Support and Helpdesk Best Practices (ITIL certification preferred)
- Must have a drive for results and to make things happen, be proactive.
- Creative, self-motivated, problem-solving skills (thinks outside of the box)
- Strong customer relationship skills to deal with customer and other stakeholders regarding support issues with authority

Tools:

- Support ticket tracking tool
- MS tools (Word, Powerpoint, Excel, Project etc)
- Atlassian tools (JIRA & Confluence)

Please connect on:

[email protected]

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📌 Technical Support Engineer (New Delhi)
🏢 PERSOL
📍 New Delhi