Service Desk Engineer

Overview

Service Desk Engineer role at First American (India) responsible for identifying and resolving complex user-reported issues and high-priority tickets, maintaining user and system uptime through remote problem solving.

What you'll do

• Identify and resolve complex issues reported by users and system requests, including high-priority tickets.
• Maintain user and system uptime through effective remote problem solving and by working with outside resources and vendors.
• Manage multiple customer accounts at any given time.
• Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy and procedures.
• Configure hardware and software to customer specifications.
• Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices.
• Evaluate new product versions and recommend upgrade schedules.
• Set up and troubleshoot domains, user accounts and software accounts.
• Format, install, set up, maintain and troubleshoot desktop and laptop computers with and for end users.
• Upgrade, support and troubleshoot Windows 10 and Microsoft Office 2016 and any other authorized desktop applications.
• Upgrade, support and troubleshoot printers, computer hardware and any other authorized peripheral equipment.
• Perform general preventative maintenance and remedial repairs on computers, laptops, printers and other authorized peripheral equipment.
• Understand the working nuances of FAI's existing IT infrastructure and the basic servers in use at FAI.
• Diagnose issues or incidents with servers and trigger server and system updates as and when necessary.
• Support development and implementation of new projects and new hardware installations.
• Perform configuration and maintenance activities relating to user profiles and policies.
• Ensure adherence to the terms of license agreements.

What you'll need

• Must have experience with remote access systems.
• Knowledge of troubleshooting desktops and laptops, with basic understanding of networks.
• Excellent customer support skills.
• Ability to prioritize IT tickets and respond effectively to end users.
• Ability to think on your feet to ensure tickets are closed within SLA.
• Ability to multitask while managing multiple tickets and user requests.
• Knowledge of using any ticketing tool such as Service First.
• Minimum of 15 years of formal education, Graduate or Post Graduate in Commerce.
• Professional work experience of 2 to 3 years.

Details

• Location: Bangalore, Karnataka, India.