Saturday, July 20, 2024

Systems Engineer I – Technical Support Engineer

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About The Role

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Coordinate with IT Vendors for hardware Break Fix support and ensure SLAs are met.
  • Manage 1st Day at work SLAs and ensure timely delivery of computing hardware to new joiners
  • Deliver New Hire and end user training on shared services applications.
  • Responsible for Inventory management and timely hardware refresh as per company policies and procedures.
  • 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, provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged, prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely helpdesk reports, document technical knowledge in the form of notes and manuals

Who Are You

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (e.g. Service Now etc.)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
    Diploma, Bachelors degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Location: Hyderabad

Company: GAP Inc.

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