Desktop Support Engineer

Job description

Provide technical support for custom point-of-sale software, hardware, and peripheral devices over the phone or through remote management, delivering high customer satisfaction through excellent customer service. We’re looking for individuals with excellent communication skills, technical expertise in networking, and problem-solving skills to join our help desk.

Essential Duties and Responsibilities

• Answering inbound calls or emails and troubleshooting issues through to resolution
• Provide accurate documentation for all caller incidents
• Following up with the customer on open issues
• Escalate advanced help requests as needed
• Demonstrate excellent teamwork, good behaviour and ability to work within approved processes

Competencies

• A general background in desktop support and network communications
• Comfortable with Windows O/S, Linux, Office, Exchange, SQL
• Strong customer service experience
• Strong problem-solving and research skills with the ability to take ownership of a problem
• Ability to support customers with various knowledge levels
• MUST be fluent in English with exceptional written and verbal communication skills
  Infrastructure

Requirements

• Wired Internet connection (cable/broadband)- WIFI is NOT permitted or supported on the provided work equipment.
• Internet Service Speed Minimum: 20 Mbps download / 5 Mbps upload
• Distraction-free work environment. Whether it’s your bedroom with a desk set up or a designated office within your home, you should be able to close a door to outside distractions and noise.

Mandatory skills

• Experience providing technical support (voice) with international processes (especially US)
• Excellent Verbal and Written Communication Skills
• Email Etiquettes
• Attention to Detail

Desired skill

• Experience working on a service management tool preferably ServiceNow (other alternatives Zendesk/Salesforce Service Cloud/ Freshdesk/Jira Service Management etc.)
• Technical support on POS systems
• Technical support in the retail/restaurant industry

Education

• Any Graduate (preferably B.Tech, B.E.)

Work Days: 5 days a week (may include Sat & Sun)

Work Timings: Any time between 5:30 PM and 9:30 AM IST (9-hour shift).

Job Types: Full-time, Contract

Contract length: 12 months

Experience:

• ServiceNow: 2 years (Required)
• Field Support: 2 years (Required)
• Retail: 2 years (Required)
• POS: 2 years (Preferred)

Willingness to travel:

• 75% (Preferred)