Education Qualification :

Diploma

Skills :

Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 1 - Aware

Certification :

Technology | IT Certifications | HDI Certification | ITIL Foundation

Details

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

Technical Skills

- Basic troubleshooting on different versions of Windows OS. E.g.,



Windows XP. Windows 7, Windows 10 and Windows 11
- Understanding of desktop applications, installation and uninstallation
- Ability to support users in business applications based on SOP?s

5.

Troubleshooting

Desktop/Application remotely

- Ability to carry out Disk management, Disk Encryption, Wireless configuration
- Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
- Ability to Install and configure email client, troubleshoot connectivity issue

Backup and Recovery

- Technical understanding of native backup management tools and different types of backups.
- Ability to provide SOP based support for configuring and troubleshooting backup related issues

3.

Basic

Networking

Desired Skills

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

📌 Engineer - Service Desk (Bengaluru)
🏢 Microland
📍 Bengaluru