Job Description
As a Deskside Support Engineer, you will serve as the first point of contact for customers seeking technical assistance in person, over the phone, remote connection software, chat, and email.
Key Responsibilities :
* Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, remote connection software, chat, and email
* Provide a high level of customer service to users seeking problem resolution
* Support VIP users /senior stakeholders providing white glove service
* Perform remote troubleshooting through diagnostic techniques and pertinent questions
* Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process
* Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services
* Record events and problems and their resolution in internal ticketing systems, Follow-up and update customer status and information
* Pass on any feedback or suggestions by customers to the appropriate internal team
* Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.
* Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
Key Skills and Experience :
* Expereince in Deskside support, Customer handling, Laptops, mobiles and other devices support.
* Expereince in trouble shooting Windows, 0365, Intune, Mac, MDM etc.
* Proficient in end-user network troubleshooting tools and practices
* Flexible, able to multitask, and prioritize reported issues
* Experience in providing VIP support /Senior stakeholders
* Very good english communication