Job Title:- Service desk engineer

Location:- Plymouth MA (Onsite)

Job Type:- C2H

NOTE:: It's a customer support requirement. We need someone good on Service now ticketing, Perl scription, Phone command, PC troubleshooting.

• Service Desk for US Client.
• 2-4 years of Phone/Customer support experience Mandatory with excellent communication skills.
• 5 years of Windows Technical Service desk experience is necessary.
• knowledge Windows 10, 2019.
• Knowledge in windows buildout
• knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,
• ITSM ticketing tools such as Ivanti, ServiceNow etc.,
• User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
• Remote desktop connectivity applications, Windows end point support
• MS Office Suite and application support
• Web Application, VPN knowledge
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions.
• Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Responsible for installing desktop applications and software
• Work experience with SCCM patch deployments and SCOM monitoring tools
• knowledge of scripting.
• Highly self-motivated with keen attention to detail

• Support for laptop, desktops, and printers-L1.5 level
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
• Route problems to internal 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice.

We also want you to:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

• Graduate and preferably BCA or any other Technical Field.
• Excellent Communication Skills (Written/Verbal)
• Exceptional customer service orientation
• Excellent communication skills, both written and verbal
• Disciplined, systematic problem-solving skills required.