Helpdesk Engineer

Visionet Systems Inc.


Date: 3 weeks ago
City: Bengaluru, Karnataka
Contract type: Full time
L1/L2 Telephonic Support

  • Experienced in working with international service desk with inbound call taking roles
  • Handling all the Inbound calls & tickets in GSD
  • Handling Basic L1 level queries for the users
  • Diagnose and quickly resolve a wide range of Windows applications issues
  • Basic troubleshooting knowledge for internet/LAN and WAN Connectivity issues
  • When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
  • Remotely Install, upgrade, support and troubleshoot Windows OS and any other authorized desktop applications on Laptops/Desktops.
  • Install, upgrade, support and troubleshoot for printers & related computer hardware.
  • Performs general preventative maintenance tasks on computers, laptops & printers
  • Customize & configure desktop hardware to meet specifications and business standards
  • Basic Knowledge on Active Directory, Office 365 and Networks
  • Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
  • Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool

Customer Focus

  • Providing timely and accurate resolution of technical issues experienced by the Users.
  • Excellent communication skills.
  • Identify and escalate severe issues which could cause production impact.

Technical Skillset – Need To Know

  • Networking Experience in LAN/WAN Environment
  • Good knowledge of Active Directory
  • Citrix
  • O365
  • Microsoft Windows
  • Mobile Operating Systems (Android/iOS)
  • Mcafee ePO

Technical Skillset – Good To Know

  • Knowledge of Infrastructure / Exchange / Server Technologies
  • VoIP Services
  • Knowledge of servers
  • Virtualization / VMware /Cloud

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