Engineer; Tools & Automation

Engineer (Tools & Automation)

Morrisville, North Carolina

Service Desk Analyst

Key Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the Chat or phone or email
• 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 logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Skill Requirements:

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

Other Requirements:

• Working knowledge of applications running across multiple platforms like Unix, Windows, etc.
• Understanding of ITIL processes.
• Working knowledge of ticketing system for Incident management.
• Defining processes and implementing them as per need.
• Analytical and Root cause analysis
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• VPN and remote dial-in users
• Windows Operating systems
• Clients:
  Win
  10, Windows7, Windows Vista, Windows XP, Windows 2000
• ITSM ticketing tools such as Servicenow

Maximum Salary (US): 58000

Minimum Salary (US): 37000