The Help Desk Engineer L2 is a technical support role whose primary responsibility is to provide day to day support to end users. This is a Telecom/IT Help Desk role, interacting with people of all levels across India. The Help Desk Engineer is responsible for tracking and resolving all assigned support requests through effective decision making and problem solving skills.
The successful job applicant will present himself/ herself in an extremely professional, competent manner, be highly organized and possess strong communication and interpersonal skills. The Help Desk Engineer is expected to provide these services with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.
Job Profile / Roles
-Receive, manage and record requests receiving either by phone or mails.
-Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources.
-Troubleshoot and resolve end-user VCaaS, CCaaS (Video Conferencing & Contact Centre) & including all issues which fall under the scope of support for Brightstar.
-Work as a team member, providing support to colleagues as and when required.
-Able to react to change productively and handle other essential tasks as assigned.
-Share new solutions with the group as part of "Sharing Best Practices"
-Contribute & Participate for the overall improvement of the program / company.
Activities / Responsibilities
-Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
-Ensure that all detailed required (including Mandatory fields) for the issue are documented in the Ticketing system.
-Work with the Internal/ external Teams to ensure that the users’ issues are fixed in a timely manner.
-Provide support and resolve problems to the end user’s satisfaction
-Monitor and respond quickly and effectively to requests received as per the SLA defined in the process.
-Monitor Help Desk for tickets assigned to the queue and process first - in first - out based on priority
-Document internal procedures.
-Assist with on boarding of new users
-Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
-Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders.
-Report all issues that needs attention from the Ticketing system.
-Willing to work in shifts in a 16/5 support team.
-Outstanding interpersonal and communication skills in English.
-Enthusiasm for providing outstanding customer service
-Strong decision making and problem solving skills
-Presents himself/herself in a highly professional, competent manner.
-Ability to work calmly under pressure, multitask and prioritize.
-Ability to work independently and within a team environment.
-Highly organized, detail oriented and self-motivating.
-Patience to solve technical problems with end users of varying technical aptitudes.
-Creativity and Problem Solving, out of the box thinking.
-Ethics in the Workplace.
-Able to work with many tasks simultaneously and keep track.
-Team Building Practices, Principles and Issues.
-Excellent knowledge of Microsoft Office.
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