Support Engineer_103144

We are seeking a talented and dedicated Support Engineer to join our Sports vertical Service Desk Support project. The primary objective is to provide technical support and ensure smooth operations of the service desk as a critical component.

Exp: 5years

Location: Chennai

Be responsible for primary user support and customer service

1. Respond to queries from all calls, portal, emails, chats from the client
2. Become familiar with each client and their respective applications/ processes
3. Learn fundamental operations of commonly-used software, hardware and other equipment
4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
6. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
7. Aware of Office 365 , One drive , Active directory and azure portal.
8. Basic troubleshooting for printers, Laptop , wifi , Mobile device
9. Regular MIS & resolution log management on queries raised
10. Record events and problems and their resolution in logs
11. Follow-up and update customer status and information
12. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
13. Identify and suggest improvements on processes, procedures etc