Service Desk Engineer

FAI

About The Position

This role shall be responsible for identifying and resolving complex issues reported by users, system requests and handle high priority tickets. This position maintains user and system up-time through effective remote problem solving and by working with outside resources and vendors to deliver effective resolution. Must have experience with remote access systems. Ability to manage multiple customer accounts at any given time. Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures, Configure hardware / 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.

Requirements

Demonstrate knowledge of troubleshooting desktops/ laptops and basic understanding for networks
Excellent customer support skills
Ability to prioritize IT tickets and respond effectively to end user
Should be able to think on his feet to ensure tickets and closed within SLA
Ability to multi task 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 / Post Graduate in Commerce
Professional work experience of 2 to 3 years
Experience with remote access systems

Responsibilities

Identifying and resolving complex issues reported by users
Handling high priority tickets
Maintaining user and system up-time through effective remote problem solving
Working with outside resources and vendors to deliver effective resolution
Managing multiple customer accounts at any given time
Ensuring support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures
Configuring hardware / software to customer specifications
Delivering support for reported problems with desktop computers, laptops, peripherals and mobile devices
Evaluating new product versions and recommending upgrade schedules
Setting up and troubleshooting domains, user accounts and software accounts
Formatting, installing, setting up, maintaining, and troubleshooting desktop and laptop computers with and for end users
Upgrading, supporting and troubleshooting Windows 10 and Microsoft Office 2016 and any other authorized desktop applications
Upgrading, supporting and troubleshooting for printers, computer hardware and any other authorized peripheral equipment
Performing general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
Performing remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
Understanding the working nuances of FAI's existing IT infrastructure
Preparing to trigger system updates as and when necessary
Understanding the basic servers in use at FAI
Effectively diagnosing any issues or incidents with servers
Triggering server updates as and when necessary
Supporting development and implementation of new projects and new hardware installations
Performing configuration and maintenance activities relating to user profiles and policies
Ensuring adherence to the terms of license agreements