Job Title: IT Helpdesk Technician
Location:
Bangalore, KA, IN, 560066
Business Unit:
Gatan
Posting Date:
Sep 6, 2023
Job Description:
The IT Helpdesk Technician will complement the IT team in the Bengaluru, Karnataka, India offices and provide Level I technical support to our business users. Our company is a leader in its field and one of the most positive cultures around the area. This position will support all of our US based and some global offices. We are looking for great personalities and excellent communicators who are able to understand the daily support issues.
ESSENTIAL SKILLS AND RESPONSIBILITIES:
- Working hours of 8 AM – 5 PM PT is required
- Provide telephone and on-line support for remote users primarily for the Pleasanton, CA office
- Responding to support phone calls, emails, and support tickets from business users
- Work with other helpdesk staff to provide desktop hardware/software support to business users
- Build and maintain high quality customer relationships through consistently demonstrating a high level of professional service and demeanor
- Respond to and resolve issues in a timely manner, escalating as required ensuring effective and timely resolution
- Review incoming support incidents on a daily basis
- Support our employees on the West Coast, East Coast, and Globally
- Providing solutions and advice on technical issues
- Attending training sessions to stay current with best practices on how to help customers with technical issues
- Documenting and analyzing technical issues and customer interactions
- Using feedback from customers to improve problem-solving techniques and customer service
- Document the root cause of issues and contribute to the knowledgebase
- Own the problem and find a resolution, don’t leave the customer without a solution
- Troubleshoot support tickets related to technology issues that range from Cloud apps, hardware issues, network issues, server issues, security issues, Office 365 issues, and Office 2010 thru office 2019 issues
EDUCATION / EXPERIENCE:
- A minimum of two (2) years previous experience in hands-on technical support roles including maintaining desktop workstations
- Hands-on experience with helpdesk ticketing systems, preferably Freshservice helpdesk
- Bachelor’s Degree in Computer Science or related field preferred
QUALIFICATIONS:
- Knowledge of the following:
- Office 365
- VPN clients
- Two factor authentication
- Office 2010 thru Office 2019
- Break/Fix – laptops and desktops
- Standard deployment of computers (use of imaging software)
- Security software (antivirus protections)
- Experience with Active Directory and GPO
- Microsoft SharePoint
- Network connectivity issues (diagnose/troubleshoot)
- Mobile phones (iPhone, Android)
- Printers (HP, Ricoh)
- ERP systems (manufacturing)
- Salesforce.com CRM
- Excellent interpersonal and customer service skills
- Critical-thinking and problem-solving skills
- Ability to quickly diagnose and resolve technical issues
- Exceptional teamwork skills to help other technical support workers
- Proactive and can work with the rest of the team to solve the problem
- Ability to learn new technologies and implement them
- Excellent written and verbal communication skills