IT Support Engineer (Voice)

Role : Desktop Support Engineer (Voice)

Exp range : 4 - 10 years

Locations : Chennai / Bangalore

JD :

• Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat
• Willing to work in night shifts over prolonged period
• Excellent written & spoken communication skills
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Effectively manage length of calls, handle time, and after call work
• Walk the customer through the problem-solving process
• Determining the best solution based on the issue and details provided by customers
• Provide accurate information on IT products or services
• Assisting users with password resets and account unlock for reported incidents and requests.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• System boot issues and Microsoft Office related issues
• Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN
• Using specific tools to diagnose issues, make recommendations for resolution
• Placing corporate phone orders through authorized vendor portals
• Supporting hardware collection of terminated employees
• Providing support through the technologies such as Nexthink, Controlup and App Volume Manager
• Providing support to MacOs devices.
• Good working knowledge and experience in Active Directory (Add / Remove & Edit Users), Office 365, Jamf.
• Printer configuration and troubleshooting