Remote Desktop Support Engineer

Roles & Responsibility

Global Support (Should have experience in handling calls with good communication skills – Written & Verbal)

• 100% Team co-ordination

Job Profile:

Minimum 1-2 Years of relevant technical experience is mandatory.

Technical Support to Mindtree business clients. He / She will be responsible to provide technical support through remote, email, chat etc.,

Resolve Technical / network problem diagnosis to the clients and provide technical resolution. Incumbent should be open for 24X7 operations

Responsibilities:

✓ Provide hardware / software / network problem diagnosis / resolution via Remote / telephone/email/chat for customer's end users.

✓ Route problems to internal 3rd and 4th level IT support staff.

✓ Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

✓ Responds to telephone calls, email, instant messages, and assigned tickets from users; 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 and 2 remote desktop support and perform other activities based on SOPs.

✓ Perform user account management activities.

✓ Escalate complex problem to appropriate support specialists.

✓ Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).

✓ Troubleshoot client software and basic network connectivity problems.