Technical Service Desk Engineer L1 @ AgreeYa Solutions

Job Description

Job Description
Role/Project Description :- Technical Service Desk Engineer L1
Experience: 2-4 Years
Job Location: Noida
Mandatory Skills:

• Must have experience in Global IT Service Desk Management
• Provide MS OS/Hardware/VPN/Network related solutions to end-user via Telephone/Email/Chat
• Analyse issues and route the tickets to Infra L2 and L3 Teams
• Must have knowledge of ITSM tools (SNOW, EasyVista, Remedy) and ITSM processes like Incident Management, Service Request Management, Change Request Management, SLA management, Call handling KPIs
• Responsible for handling issues via 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 remote desktop support and perform other activities based on SOPs
• Must have Global Account Management experience
• Identify, evaluate and prioritize customer problems and complaints

Pre-screening Questions:

• Candidate must be agreed to work in 24*7 rotational shift mode.
• Candidate must not have more then 1.5 month notice period.
• Do you have experience in handling global customer (Specially US)
• Do you have experience in giving Technical Support to US users via Telephone on Windows 8, Windows 10, Internet Explorer, Laptop/Desktop issues, Mobile device management
• Do you have experience in ITIL practices like SLA, Incident management, Change Request Management, Service Request Management
• Do you have experience with ITSM Tool like SNOW, EasyVista

Nice to have skills (Not Mandatory)

• MS Windows OS, MS O365, MS Office, MS Outlook, VPN, MDM

Job description & suggested KRA

• Experience in providing technical support in IT Infrastructure services and End-user computing
• Must have experience in technical documentation
• Good communication and Writing skills (English language)
• Must have experience in handling Global customers

Demands/Understanding must ask during screening call: -

• Covidshield Vaccinations.
• Open for 24*7 support model(Specially night).

Employement Category:

Employement Type: Full time
Industry: IT
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: Technical Service Desk Engineer L1

Contact Details:

Company: Agreeya Solutions
Location(s): Noida, Gurugram

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