Senior Engineer
1 week ago
**Required Skills**:
Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications
**Education Qualification**:
Diploma
**Certification Mandatory / Desirable**:
Technology | IT Certifications | HDI Certification | ITIL Foundation
Details:
2. Ability to comprehend end users from International locations over the phone
3. Recording, classifying and prioritizing tickets
4. Providing initial support and troubleshooting based on Knowledge Base articles
5. Taking a remote of an end users’ machine if required while troubleshooting
6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
7. Monitoring the status and documenting the progress towards resolution of all open tickets
8. Keeping affected users informed about the progress.
9. Resolution confirmation and closure of tickets within the SLA
Technical Skills:
1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
5. Troubleshooting Desktop/Application remotely
6. Ability to carry out Disk management, Disk Encryption, Wireless configuration
7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
Backup and Recovery:
1. Technical understanding of native backup management tools and different types of backups.
2. Ability to provide SOP based support for configuring and troubleshooting backup related issues
3. Basic Networking
Desired Skills:
- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)
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