Senior Engineer - Service Desk (SD1)

Microland

1. Handle incoming calls, emails, and chat from the users. Some account 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. Contributing to Knowledge Base with new articles
6. Taking a remote of an end users machine if required while troubleshooting
7. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
8. Monitoring the status and documenting the progress towards resolution of all open tickets
9. Keeping affected users informed about the progress.
10. Escalating the process if necessary
11. Resolution confirmation and closure of tickets within the SLA
12. Attend trainings and complete certifications for set competencies

Technical Skills

Ability to differentiate between different type of IT assets

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

Understanding of desktop applications and how do they work, installation and uninstallation

Ability to support users in business applications based on SOP s

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 issues

Ability to troubleshoot calls for printers and copiers locally and remotely

Basic Networking (Protocols/OSI Layers/IP address)

Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)