Technical Support Engineer

Job Description

Technical Skills:

• Real life PC problems - Intermediate
• Relevance and use of technology in companies - Intermediate
• IT End Devices - Intermediate
• Virtual private network (VPN) - Intermediate
• Internet and Intranet - Intermediate
• Windows 7 and Windows 10 navigation - Intermediate
• Operating the computer- Intermediate
• Technical Troubleshooting - Account Management/password reset - Intermediate
• Technical Troubleshooting - OS - Intermediate
• Technical Troubleshooting - End Devices - Intermediate
• COTS Application - How to and basic triage - Intermediate
• Ticketing Tool - Intermediate
• MS Office - Intermediate
• Avaya/Phone Operating skills - Intermediate

Process Skills:

• Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
• Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and sharepoint as per guidelines in the knowledgebase.
• Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
• Record interaction using ticket tool with proper classification
• Perform account unlock/password reset as per defined process
• Dispatch tickets to support groups post gathering required information
• Refer Knowledge base and perform troubleshooting as per defined process
• Follow up and closure of incidents to ensure customer satisfaction

Behavioral Skills:

• Effective Business Communication
• Communication in neutral accent over phone
• Operating the computer, OS and Knowledge base navigation
• Use of Ticketing tool
• Account Management / Password reset
• Active listening and probing skills
• Level 1 and 1.5 technical troubleshooting
• Analytical skills
• Remote desktop skills, technical troubleshooting - End Devices - Intermediate
• COTS Application - How to and basic triage - Intermediate
• Ticketing Tool - Intermediate
• MS Office - Intermediate
• Avaya/Phone Operating skills - Intermediate
• Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
• Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and sharepoint as per guidelines in the knowledge base.
• Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
• Record interaction using ticket tool with proper classification
• Perform account unlock/password reset as per defined process
• Dispatch tickets to support groups post gathering required information
• Refer Knowledge base and perform troubleshooting as per defined process
• Follow up and closure of incidents to ensure customer satisfaction