Engineer (Tools & Automation)
Morrisville, North Carolina
Job Summary
Service Desk Analyst
Key Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the Chat or phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Skill Requirements:
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
Other Requirements:
- Working knowledge of applications running across multiple platforms like Unix, Windows, etc.
- Understanding of ITIL processes.
- Working knowledge of ticketing system for Incident management.
- Defining processes and implementing them as per need.
- Analytical and Root cause analysis
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- VPN and remote dial-in users
- Windows Operating systems
- Clients: Win10, Windows7, Windows Vista, Windows XP, Windows 2000
- ITSM ticketing tools such as Servicenow
Maximum Salary (US): 58000
Minimum Salary (US): 37000