• Active
  • Karachi

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

To apply for this job email your details to careers@aurigasolutions.com