Desktop Support Engineer

Job description:

We are looking for a Desktop Support Engineer who will provide support to customers by phone, chat,
email & screen connect. Our ideal candidate is somebody who will create and maintain case
management records of daily problems on project site/Gorelo and remedial actions taken, or installation
activities & interface with customers and vendors to find solutions for problems that may affect the
customer.

Education:

Degree in Computer Science/Engineering or related technical fields.

Experience:

2-3 years’ industry experience

Requirements:

• Good communication and organizational skills
• Strong analytical and troubleshooting skills with attention to detail
• Strong sense of ownership with ability to take control of difficult and/or chaotic
  situations
• Ability to handle high stress situations

Responsibilities:

• Monitor and respond quickly and effectively to requests received through the Project
  site/screen connect/telephone or email
• Investigate user problems and identify source; determine possible solutions, test and
  implements solutions
• Configure and troubleshoot personal computers, network cabling and other related
  equipment, devices, and systems; add or upgrade and configure printers and other
  related equipment
• Troubleshoot networks, systems, and applications to identify and
  correct malfunctions and other operational difficulties
• Providing one on one assistance to end users by chat, phone, email, screen connect or in
  person
• Maintains confidentially regarding information being processed, stored, or accessed by
  end users
• Should be able to deal with third-party vendors to resolve incidents and outages
• Should have high level of customer service, with a sense of responsibility, initiative, and
  ownership
• Build and implement software standards for end-user workstations
• Ensure data replication and backups are running and failed jobs are resolved
• Leverage optimization techniques to maximize the efficiency of all computer systems
• Work with Engineering, third-party vendors, and consultants on developing system specific skills
• Maintain response and resolution of cases/tickets received in queue against established
  Service Level Objectives
• Escalate ticket/issue if you are not able to resolve
• Should always be connected to Amazon Connect during production hours/shift
• Should always update ticket on project site/Gorelo accordingly in timely manner with
  correct hours
• Should comply with all SOP/compliance policy
• Performs other duties as assigned by Manager