Help Desk Engineer (Voice Process)
- Aceline
- 0 years
- Bengaluru
- 2 days ago
- Email to a friend
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Job Description
Job Summary:
As a Help Desk Engineer, you will be responsible for providing technical support and assistance to end-users in resolving hardware and software-related issues. You will play a key role in ensuring the smooth operation of IT systems, responding to user inquiries, and troubleshooting problems.
Key Responsibilities:
User Support:
Respond to user inquiries and provide technical assistance via phone, email, or in person.
Assist users in resolving issues related to hardware, software, and network connectivity.
Problem Identification and Resolution:
Analyze, diagnose, and troubleshoot technical issues reported by users.
Provide timely and effective solutions to problems, either through remote assistance or on-site support.
Documentation:
Maintain detailed records of user interactions, technical issues, and resolutions in the help desk ticketing system.
Create and update knowledge base articles to facilitate user self-help.
Software and Hardware Support:
Install, configure, and update software applications and operating systems.
Provide support for desktops, laptops, printers, and other hardware peripherals.
Network Support:
Assist in troubleshooting network-related issues, including connectivity problems and basic network configurations.
Collaborate with network administrators for more complex network problems.
Collaboration:
Collaborate with other IT teams and departments to escalate and resolve issues.
Participate in projects related to system upgrades, deployments, and migrations.
Description
Roles and Responsibilities:
- Provide technical support and troubleshooting assistance to end users
- Respond to user inquiries and provide solutions to hardware and software problems
- Install, configure, and maintain computer systems and software
- Set up and troubleshoot network and internet connections
- Collaborate with other IT team members to resolve complex issues
- Document and track technical issues and resolutions
- Provide training and support to end users on new technologies and software applications
- Stay up-to-date with industry trends and best practices in IT support
Requirements
- Good understanding of computer hardware, software, and networking principles
- Strong problem-solving and troubleshooting skills
- Excellent communication and customer service skills
- Ability to work independently and in a team environment
- Knowledge of operating systems, such as Windows and macOS
- Familiarity with help desk ticketing systems
- Basic knowledge of Active Directory and network protocols (TCP/IP, DNS)
- Ability to prioritize and manage multiple tasks
- Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus
- Bachelor's degree in information technology or related field (preferred)
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: ContractContact Details:
Company: AcelineLocation(s): Bengaluru
Keyskills: Hindi Speaking English Language Good Communication In English Bpo Voice Technical Helpdesk Good communication in Hindi
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