Desktop Support Engineer

Global Support (Should have experience in handling calls with good communication skills - Written & Verbal)

100% Team co-ordination

Job Profile:

Minimum 1-2 Years of relevant technical experience is mandatory.

Technical Support to Mindtree business clients. He / She will be responsible to provide technical support through remote, email, chat etc.,

Resolve Technical / network problem diagnosis to the clients and provide technical resolution. Incumbent should be open for 24X7 operations

Responsibilities:

Provide hardware / software / network problem diagnosis / resolution via Remote / telephone/email/chat for customers end users.

Route problems to internal 3rd and 4th level IT support staff.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 and 2 remote desktop support and perform other activities based on SOPs.

Perform user account management activities.

Escalate complex problem to appropriate support specialists.

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).

Troubleshoot client software and basic network connectivity problems.

Global Support (Should have experience in handling calls with good communication skills - Written & Verbal)

100% Team co-ordination

Job Profile:

Minimum 1-2 Years of relevant technical experience is mandatory.

Technical Support to Mindtree business clients. He / She will be responsible to provide technical support through remote, email, chat etc.,

Resolve Technical / network problem diagnosis to the clients and provide technical resolution. Incumbent should be open for 24X7 operations

Responsibilities:

Provide hardware / software / network problem diagnosis / resolution via Remote / telephone/email/chat for customers end users.

Route problems to internal 3rd and 4th level IT support staff.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 and 2 remote desktop support and perform other activities based on SOPs.

Perform user account management activities.

Escalate complex problem to appropriate support specialists.

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).

Troubleshoot client software and basic network connectivity problems.