Technical Support
Indore, India
Permanent

Job Title: Technical Support Engineer

Job Purpose:To handle customer calls and assist end user on Desktop/Laptop related issues.

Qualification: Bachelor’s degree with knowledge of IT

Certification: Microsoft products and ITIL Processes

Experience: 3 Years

Responsibilities:
Use phone etiquette while dealing with users
Excellent communications skills in English.
Provide first level support to users and improve first level resolution percentage.
Prioritize and manage multiple support requests simultaneously.
Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.
Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support and in office assistance as needed.
If immediate resolution is not possible, assign requests to second level personnel
Communicate with users regarding use of FAQs, Policies, and Procedures.
Proactively look at root causes for repeated incidents.




Track progress and provide call status information to users
Provide management reports (Statistics, Trend analysis, Corrective Action)
Perform software installations (individual and group rollouts)
Manage knowledgebase, FAQs, etc.
Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.
Notify support personnel about variance and update Service Desk System for reasons and justification.
Improve skills in line with the current technology roll outs in the IT Department
Provide guidance to Service Desk Team members and share the knowledge
Communicate with users regarding recent services, planned service disruptions and other bulletin messages
Establish process to facilitate knowledge transfer and foster services sustainability
Perform other duties and responsibilities related to the job and as assigned by line Manager.
Knowledge of ITIL processes is must and certification will be an added adv

📌 Technical Support Engineer Indore (India)
🏢 Intertec Systems
📍 India