Date of virtual drive : 4th October 2024

Years of experience : 5-10 years

Job Location : Pune / Bangalore / Mumbai

Roles and responsibilities :
• Providing remote assistance to end-users using desktop applications, chat features, emails, and phone assistance to customers
• Follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs) while attempting to resolve the incidents
• Troubleshooting and resolving hardware and software issues remotely to help end-users
• Assisting end-users to set up accounts and install applications for a seamless onboarding experience
• Establishing network configurations to guarantee ideal application performance
• IT troubleshooting using targeted customer inquiries by conducting remote diagnostics and system analysis
• Giving users step-by-step instructions for resolving technological issues
• Responding and following up quickly to technical questions and escalating complex technical issues to appropriate teams
• Documenting and recording error reports and keeping track of performance indicators
• Collaborating with on-site technicians and customer support teams
• Staying updated with the latest technologies and software updates

Key Requirements
• You have a degree / diploma in Computer Science or equivalent as well as prior experience as a Remote support engineer
• You possess a comprehensive understanding of the Windows, Linux, and Mac OS environments
• You are proficient with helpdesk and remote desktop programs like Freshdesk and Zendesk
• You have an advanced understanding of IT setup, hardware, and software
• You have an exceptional aptitude for identifying and prioritizing IT issues
• You possess extensive knowledge of handling IT issues for clients
• You have proficiency in tracking performance indicators and documenting processes.
• You are able to provide critical application feedback to IT developers
• You have excellent verbal and written communication abilities