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Service Help Desk Support Engineer

L1 – L2 Support Technicians

No of Positions: 8

Locations: New York / New Jersey

**ALL OK**No Visa Restrictions: C2C **ALL OK**

**ALL OK** US Citizen, Green Card, H1B, TN1, E3, H4, Visa Independents, OPT**ALL OK**

Job Description:

Activities:

Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
Update users about request status and close request when users are satisfied with solutions
Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
Remote desktop

Roles & Responsibilities:

Ensure adherence and Supplier process/policies
Log Incident/Request Tickets with complete information
Coordinate with IT Proximity team for update on tasks assigned
Perform daily/weekly/monthly scheduled reporting tasks
Create a SOP whenever troubleshooting a new issue and keep team informed on the issue and resolution
Update the knowledge base
Perform warm shift handover with engineers along with the shift SPOC
Check schedule for maintenances and consult with the SPOC
Communication in neutral accent over phone
Use of Ticketing tool
Account Management / Password reset
Active listening and probing skills
Level 1 and 1.5 technical troubleshooting
Remote desktop skills
Analytical skills and experience in Enterprise Data & Voice Networking

If you are ready for a challenging position, are passionate about IT and have a positive disposition on life, please submit your resume for review.

Thank you.

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