Bengaluru/Bangalore
Openings: 15
Job Description:
The Service Desk Engineer is a technical support role at EGI whose primary responsibility is to provide day to day support for EGI Ubuntu users. This is an Internal Service / Help Desk role, interacting with people of all levels in Ericsson offices across India. The Service Desk Engineer is responsible for tracking and resolving all assigned support requests through effective decision making and problem solving skills.
The successful job applicant will present himself / herself in an extremely professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. The Service Desk Engineer is expected to provide these services with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.
Job Profile / Roles
- Receive, manage and record IT help desk requests receiving either by telephone or Web Tickets.
- Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources.
- Forward technical support issues that cannot be addressed by the Help Desk to the appropriate technician (Level 2 or Escalation Team).
- Troubleshoot and resolve end-user operating system, Network and connectivity, software related problems, including all issues which fall under the scope of support for EGI.
- Basic installation, configuration and support of all IT equipment
- Work as a team member, providing support to colleagues as and when required.
- Able to react to change productively and handle other essential task as assigned.
- Share new solutions with the group as part of Sharing Best Practices
- Work the line manager during Year review of targets and participate in group and 1 on 1 discussion with the Line manager.
- Contribute & Participate for the overall improvement of the program / company.
Activities / Responsibilities
- Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
- Ensure that all detailed required (incl Mandatory fields) for the issue are documented in the Ticketing system.
- Work with the Internal Teams to ensure that the users issues are fixed in a timely manner.
- Provide helpdesk support and resolve problems to the end users satisfaction
- Monitor and respond quickly and effectively to requests received through the IT helpdesk as per the SLA defined in the process.
- Monitor Service Desk for tickets assigned to the queue and process first - in first - out based on priority
- Utilize and maintain the helpdesk tracking software
- Document internal procedures
- Assist with on boarding of new users
- Install, test and configure new workstations, peripheral equipment and software.
- Connect with the Quality team for regular feedback sessions and to work on the AOIs (if any).
- Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
- Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders
- Report all issues that needs attention from the Ticketing system to the L2 Lead.
- Willing to work in shifts in a 24/7 support team
Skills
- Essential Communication Skills
- Working experience on Ubuntu / Linux OS
- Understanding Customer Satisfaction
- Good Probing and troubleshooting knowledge in Linux OS
- Good / Excellent knowledge in Networks & Connectivity
- Telephone Communication Skills
- Dealing With Difficult Customer-Service Situations
- Developing and Practicing Assertiveness in Customer Support
- Ethics in the Workplace
- Team Building Practices, Principles and Issues
- Tools, Problem Solving, and Processes
- Staying Current in the Industry
- Tools and Technologies for the Support Center
- Understanding Computer Telephony Integration
- Creativity and Problem Solving, Out of the box thinking
- Support Processes and Process Integration
Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Associate/Senior Associate -(Technical)
Role: Associate/Senior Associate -(Technical)
Keyskills: It Helpdesk, Technical Support, Service Desk, Networking, Customer Support, Communication Skills, Technician Activities, Ubuntu Linux, Team Skills, Root Cause, corrective action, preventive action
Desired Profile
Education:UG -Any Graduate - Any Specialization
PG - Any Postgraduate - Any Specialization, Post Graduation Not Required
Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required
Company Profile
Telecommunication
Contact Details
Recruiter Name:Cyril Thomas
Contact Company:Ericsson India Global Services Pvt Ltd
Telephone:Not Mentioned
Website:http://www.ericsson.com
