Engineer - Service Desk

Microland

1. Handle incoming calls, emails and chat from the user may require working on rotational shift

2. Ability to comprehend end users from International locations over the phone

3. Recording, classifying and prioritizing tickets

4. Providing initial support and troubleshooting based on Knowledge Base articles

5. Taking a remote of an end users? machine if required while troubleshooting

6. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support

7. Monitoring the status and documenting the progress towards resolution of all open tickets

8. Keeping affected users informed about the progress.

9. Resolution confirmation and closure of tickets within the SLA

Technical Skills:

1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11

2. Understanding of desktop applications, installation and uninstallation

3. Ability to support users in business applications based on SOP?s

5. Troubleshooting Desktop/Application remotely

6. Ability to carry out Disk management, Disk Encryption, Wireless configuration

7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP

8. Ability to Install and configure email client, troubleshoot connectivity issue

Backup and Recovery:

1. Technical understanding of native backup management tools and different types of backups.

2. Ability to provide SOP based support for configuring and troubleshooting backup related issues

3. Basic Networking