Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Microsoft Windows Desktop Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Role & Responsibility.
Provide remote technical support for Windows desktops, laptops, peripherals and standard enterprise applications.
Diagnose and resolve hardware, operating system, software, printing, connectivity, authentication and performance issues.
Own incidents and service requests through resolution, keeping users informed and meeting agreed service levels.
Escalate complex or high-impact issues to the appropriate resolver group with complete diagnostic information.
Strong analytical, diagnostic and problem-solving ability.
Provide 3rd level support for desktop support analysts.
Clear written and verbal communication with technical and non-technical users.
Customer-focused approach with ownership, empathy and professional follow-through.
Ability to prioritize competing incidents and requests in a service-driven environment.
Effective collaboration across service desks, infrastructure, security, network, application and vendor teams.
Attention to documentation, process compliance and operational detail.
Willing to work in 24*7 Operations, provide On-Call support on Rota basis.
Good attitude to work along with global teams.
Should have knowledge of the incident handling process. ITIL certification is preferred
Qualifications and Experience
Bachelor's degree or diploma in Information Technology, Computer Science, Engineering or a related discipline equivalent practical experience may be considered.
3-4 years of relevant experience in enterprise Windows desktop, EUC, workplace technology or service desk support.
Hands-on experience supporting managed services or large enterprise environment is preferred.
Working knowledge of ITIL practices and service-level driven operations is preferred.
15 years full time education
