This opportunity is with LTM for the position of Engineer Service Desk Operations The role requires providing phone ESS tickets and chat support for the end users for one of our prestigious client This is an L1 role where the incumbent is expected to be aware about ITIL methodologies Incident Service Request Change and Problem The role demands excellent communication skills oral and written good customer handling skills and excellent collaboration skills with ability to work in shift 24X7 The person will contribute towards effective resolution of the issues Ideal candidate must be an experienced professional from same or similar field He/she must possess good knowledge of Windows Active Directory O365 VDI Networking basics etc The person will contribute towards achieving project deliverables SLAs KPIs Improvements etc The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails
L1 Technical Support
Handling all the Inbound calls chat and emails in service desk
Handling Basic L1 level queries from end users
Diagnose and quickly resolve a wide range of Windows applications issues
Basic troubleshooting knowledge for internet LAN WAN Connectivity issues and VPN issues
When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System
Install upgrade support and troubleshoot for printers related computer hardware
Performs general preventative maintenance tasks on computers laptops printers
Customize configure desktop hardware to meet specifications and business standards
Email account administration ie account creation and management and distribution lists on Office 365
User account administration ie account creation and management and password resets on Active Directory
Familiarize end users on basic software hardware and peripheral device operation and solve basic queries
Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
Configuring iPad iPhones Android for the users to enable them check emails and be connected on the go
Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications
Strong knowledge on MFA configuration
Customer Focus
Providing timely and accurate resolution of technical issues experienced by the Users
Excellent communication skills
Identify and escalate severe issues which could cause production impact
Technical Skillset Need to Know
Networking Experience in LANWAN Environment
Good knowledge of Active Directory
Citrix
O365
Microsoft Windows
Mobile Operating Systems Android iOS
Antivirus
SharePoint
Knowledge of Laptop Desktop Tablet issues
VPN Troubleshooting Cisco VPN
MFA
Technical Skillset Good to Know
Knowledge of Infrastructure Exchange Server Technologies
Virtualization VMware Cloud Azure
Hands on experience working in Service Now ticketing tool
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