Job Description for Remote HelpDesk Tech Support (for major Laptop/Desktop work, and minor Server work)
The HelpDesk Technician is responsible for handling first-level/second-level support of service requests. This relates to all technology that the customer is using. This will include workstations, servers, printers, networks, and client applications, specific hardware, and software.
The technician must be able to support remote-work applications.
Strong interpersonal skills are required. This includes verbal and written communication skills, active listening, telephony, and customer care.
Position: Helpdesk Desktop Support [L1 & L2]
Process: Remote Audio/Voice only using Microsoft Teams app (sometimes email/chat, but mostly audio)
End Clients: USA based Universities and Banks
Applications to be supported: Microsoft Outlook, Microsoft Office 365, Networking like WiFi, VPN, applications, etc
Required Soft Skills: Fluent Spoken English skills (mandatory). Experience with USA-based customers is mandatory.
Required Exp: Minimum 2 years in Helpdesk Desktop Support
Requirements of Infrastructure for Work From Home (until Covid19): Excellent internet connection at home (4G and broadband), own good-condition Laptop, electricity backup, and quiet room to work.
Location: Pune preferred
Joining Time: Immediate or maximum 15 days only.
Shifts: Rotational (morning-afternoon-evening)
Duties and Responsibilities
- Responding to queries via chat, email, or phone
- Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
- Tickets/Case Management
- Accurately recording the scope of the issue/request and logging into ServiceNow the information
- Following up with customers to ensure full resolution of issues
- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
- Monitor the remote monitoring and management system alerts/notifications and respond accordingly through service tickets.
- Escalation of Tickets to the next level.
Technical Skills
Providing technical assistance for questions and problems including:
- Troubleshooting Microsoft’s Office applications (Outlook, Teams, Word, PowerPoint, Excel)
- Troubleshooting skills with the following operating Systems including Windows 10 (required), Windows 7 (required) and Mac O/S (basic troubleshooting only)
- Video Conferencing Solutions including Zoom and Microsoft Teams
- Mobile Device support for ActiveSync and Outlook Mobile
- Other client applications like Learning Management Systems
- Troubleshooting Connectivity Issues:
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Unable to connect to the Wireless (WiFi)
- Unable to connect to the Internet
- Unable to connect to the corporate network (VPN
- Unable to connect to any application.
- Basic remote access solution implementation and support: VPN, and Remote Work.
- Resolving problems with networks and other computer systems
- Diagnosing system errors and other issues
- Installing or changing software to fix issues
- Remotely accessing hardware or software for clients to make changes and fix problems
- Diagnosis skills of technical issues
- Understand processes in company systems by completing assigned training materials
- Creating/updating knowledgeable articles, and training other staff members on troubleshooting and diagnosing problems
Skills:- Tech Support, MS-Office, MS-Outlook, Remote support, VPN, BMC Remedy, Bomgar, Remote desktop, Remote Desktop Services, Active Directory and ServiceNow