It Service Desk Engineer
- Microland
- 1 - 3 years
- Mumbai
- 13 days ago
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Job Description
Hello!
Greetings for the day.
We are currently hiring for IT Service Desk requirement for Mumbai and Gurgaon location, please find the job description below.
Responsibilities
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
1. Ability to differentiate between different type of IT assets
2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7,
Windows 10 and Windows 11
3. Understanding of desktop applications and how do they work, installation & uninstallation
4. Ability to support users in business applications based on SOPs
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 issues
9. Ability to troubleshoot calls for printers & copiers locally and remotely
Backup and Recovery: (Required for Tech Support)
1. Technical understanding of native backup management tools & different types of backups
2. Ability to isolate system issues to back up job issues
3. Ability to provide SOP based support for configuring & troubleshooting backup related issues
4. Basic Networking (Protocols/OSI Layers/IP address)
5. Desired Skills:- Basic understanding of virtual infrastructure (VMware, Hyper-V, Citrix) and
Cloud (AWS, Azure and Google cloud) (For MSP)
6. Desired Skills:- Understanding of domain setup & ability to add / remove computers to
domain (For MSP and Enterprise)
Behavioral & Functional skills
1. Good verbal & written communication skills
2. Time management
3. Ability to collaborate and work in a team
4. Basic understanding of ITIL
5. Decision making
6. Problem solving
7. Planning, organizing & prioritizing
8. Active listening skills
Note: It is for 24/7 rotational shift environment, alternate 6 days working in a week. In Mumbai the location will be for Malad and Gurgaon the location is Sector 20. Interested candidates kindly share your updated resume with below details.
Total years of exp:
Relevant Exp:
Current CTC:
Expected CTC:
Notice Period:
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: MicrolandLocation(s): Mumbai
Keyskills: IT Service Desk IT Helpdesk Technical Helpdesk Service Desk
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Microland
Microland Limited Microland is India's first Hybrid IT Infrastructure Services Provider and a trusted partner to enterprises in their IT-as-a-Service journey. Headquartered in Bangalore, India, Microland has over 3,700 professionals across its offices in India, North America, Europe and Middle ...
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