Helpdesk - Service Desk Associate Technician
What you’ll be doing:
This is anmid-level position into the information technology field. This position provides technical end-user support to desktop systems, workstation setup and configuration, and routine tasks such as software/hardware upgrades. Resolves reported desktop problems related to hardware, operating systems and configuration issues through troubleshooting and research. This position requires excellent customer interaction skills both verbally and orally.
What you’ll bring to us:
Install, configure, maintain and troubleshoot Windowssoftware and provide user level technical support on applications and off the shelf Microsoft products.
Follow stepped procedures for a variety of repetitive situations.
Ability to support users remotely
Experience with VIP Support
Perform administrative functions and inventory control as required.
Monitor trouble tickets system and respond to all trouble reports within established goals.
Keep the Seniors Technician informed of all changes, hardware and software failures, and operational issues.
What skills you’ll need:
4 – 5 years in windows, hardware and software setup, installation, configuration, troubleshooting, and maintenance.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows environment
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot technical issues with VPN, MS Office, BSOD, OS Installation, Tooling, system management components
Familiarity with remote desktop applications and help desk software (eg.Servicenow)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Ability to learn and integrate new technologies in a fast-paced environment
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams
Strong understanding of various Windows operating systems and basic TCP/IP network trouble-shooting skills are required.
Strong customer focus and positive attitude will be necessary for success.
Must be able to work well unsupervised and as part of a cohesive team.
Ability to adapt to an ever-changing fast paced environment and work rotating shifts including nights & weekends.
Employment Requirements: TTEC requires all employees hired in the India to successfully pass a background check including employment credentials, education, permanent and current address verification and if applicable, immigration and work permit documentation as a condition of employment. Depending on location and client program, a drug test may also be required as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You will be asked to share with TTEC as well as its representatives, all such personal information that it may require to conduct such background verification and also agree to TTEC and its representatives collecting and storing such personal information and transferring the same, whether in India or abroad.
