Job Description
Job Description
Our client is looking Technical Support Engineer for Long term project in Indianapolis, IN (Hybrid) Below is the detail requirement.
Role: Technical Support Engineer
Location: Indianapolis, IN (Hybrid)
Job Description
- Log, categorize, and prioritize incoming incidents and service requests via phone, email, and chat.
- Provide first-level support for basic technical assistance, including password resets, software installations etc.
- Maintain clear and concise communication with end-users, keeping them informed of the status of their requests.
- Escalate unresolved issues to L2 or appropriate teams within expected timeframe.
- Document/Update the solutions and knowledge base articles for future reference (5 documents per week).
- Ensure all tickets are resolved within the agreed SLA (Service Level Agreement) and timely follow up with users to ensure satisfaction.
- Ensure compliance tickets are being addressed on priority and are resolved within 5 working days.
- Hands-on experience on One Drive, Intune, Teams, and O365 applications.
- Experienced in MAC OS X Mojave, High Sierra, and Catalina.
- Deploying remote installation software.
- Basic knowledge of SCCM
- Good Knowledge of VPN and Network devices.
Qualifications and Required Skills:
- Bachelor's degree in computer science, Information Technology, or related field, IT-related certifications (e.g., CompTIA A+) are a plus.
- 3+ years of experience in a technical support role. Strong verbal and written communication skills.
- Excellent Customer handling skills. Excellent problem-solving skills.
- PC support, a basic understanding of networks, good knowledge of MS suite of products like MS Office, Outlook etc. Basic understanding of Windows and Mac OS.
- Comfortable to work in 24/7 environment, motivated to work in a fast-paced environment and handle multiple tasks simultaneously.
- Good understanding of operational frameworks like ITIL and operations process