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