Senior Inside Support Engineer

RDP Workstation Pvt Ltd

We are looking for a Senior Inside Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. The responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use screen sharing and other similar applications to give clients quick answers to simple IT issues. For more complex problems that require specific instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Responsibilities

Research and identify solutions to software and hardware issues.

Diagnose and troubleshoot technical issues, including account setup and network configuration.

Ask customers targeted questions to quickly understand the root of the problem..

Track computer system issues through to resolution, within agreed time limits.

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.

Properly escalate unresolved issues to appropriate internal teams (. software developers).

Provide prompt and accurate feedback to customers..

Refer to internal database or external resources to provide accurate tech solutions.

Ensure all issues are properly logged.

Prioritize and manage several open issues at one time.

Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

Prepare accurate and timely reports.

Document technical knowledge in the form of notes and manuals.

Maintain jovial relationships with clients.

Requirements

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.

Hands-on experience with Windows/Linux/Mac OS environments.

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and troubleshoot

• Experience

  3 - 6 Years

• No. of Openings

  10

• Education

  B.C.A, B.Sc, M.C.A

• Role

  Inside Support Engineer

• Industry Type

  IT-Hardware & Networking / IT-Software / Software Services

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office