IT Support Engineer
Repario Data
Full-time
On-site
Ahmedabad, Gujarat, United States
Full-time
Description
- Provide technical support to users by answering questions, troubleshooting problems, and maintaining end-user devices and M365 support.
- Provides answers to users by identifying problems and guiding users through corrective steps.
- Improves system performance by identifying problems and recommending changes.
- Updates job knowledge by participating in educational opportunities.
- Accomplishes information systems and organization mission by completing related results as needed.
- Serve as the first contact with customers who need technical assistance via support requests, Email, or phone.
- Perform troubleshooting using different diagnostic techniques.
- Troubleshoot, diagnose, resolve technical hardware and software issues.
- Provide quick resolution and excellent customer service.
- Redirect unresolved issues to the next level of support personnel.
- Keep a record of problems and their resolution.
- Follow-up with customers.
- Provide feedback on processes and make recommendations on areas to improve.
- Maintained technical documentation and service catalog for software installation, hardware configuration, and problem troubleshooting.
- Suggest improvements to procedures.
Requirements
- Relevant degree or certification with 0-2+ years of experience in Information Technology.
- 0-2+ years of experience in IT Helpdesk role.
- Excellent problem-solving skills that can break down problems from the root cause.
- Excellent communication skills with the ability to communicate with users of all levels and explain complex technical information in simple and understandable terms.
- Knowledge of applying ITSM practices to technology services offered to customers.
- Familiarity with Litigation Support Applications and Services is a plus.