Job description

Job Title: Deskside Support Engineer

Location: Cary, NC / Richardson, TX (Remote)

Contract

Desired Skills & Experience

Responsibilities

• Assist the employees, contractors who are remote/onsite on their IT issues which include VPN/Pulse connectivity, Citrix, hardware issues, Application issues, mobile device issues, network/Telco room issues etc.
• Address customer tickets regarding home network connectivity or ISP (Internet Service Provider) issues.
• Communicating customers through various channels (phone, email, chat) until their technical issues get resolved.
• Taking ownership of reported customer issues and seeing problems through to resolution.
• Asking customers specific questions for quickly understanding the root of problems Guide customers with simple, step-by-step instructions.
• Work with ISP (Internet provider) technician to resolve the connectivity issue for customer after conducting remote troubleshooting to identify the network connectivity or performance issues which is related to ISP connection.
• Test alternative pathways with all the available options until you resolve issues.
• Record technical issues, solutions and all the actions taken to troubleshoot the issues in ticket work notes.
• Ticket queue management including daily follow ups with clear documentation & communication with customers as well as ISP technicians/other partners.
• Coordinate with Deskside/Onsite support teams and other teams when required to get information and solution to the customer reported issues. Direct unresolved issues to the next level of support personnel
• Follow up with customers to ensure their systems are functional.
• Ensure the resolutions are consistent with company standards and policies.
• Follow the documented process and contribute to the improvement of knowledge base articles.

Requirements

• Proven work experience as a Remote Desktop Support, ISP support technician, Desktop Support Engineer, Technical Support Engineer or similar role
• 3-5 years of hands-on IT experience with Windows/Mac OS environments
• Working knowledge of Call Center users’ set up (laptop/Thin Client/Thin PC/ Dual Monitors/Cisco phone/Soft phone solution/Call Center related applications etc.) and onsite/deskside support
• Familiar with basic IT and network concepts.
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude, interpersonal skills and brilliant organizational skills
• Ability and willingness to work extended hours or modified schedules to support the project requirements 24*7.

Job Type: Contract

Ability to commute/relocate:

• Richardson, TX 75080: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 5 years (Required)
• Windows: 6 years (Required)

Work Location: One location

Speak with the employer
+91 6694008034

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