Deskside Support Engineer

Company: Concentrix 


Roles & Responsibilities:

• The Onsite Support Services provides for field-engineer to be onsite with the End-user to help them resolve hardware and software issues reported to the Helpdesk. Onsite support's primary task is to handle second level problem determination and resolution. Onsite Support services also include the fulfillment of service request.
• Receives incident/service request ticket reported to the Helpdesk.
• Provides assistance to the end-user in fixing reported problems
• Provides problem determination on hardware and software issues
• Determines the cause of the hardware and provide permanent solutions or if none is available, a workaround until a permanent solution can be found.
• Escalates to third level support, problems where a workaround was performed or when no solution was found.
• Provides immediate onsite support assistance for high severity issues
• Responsible for scheduling and coordinating service requests ( Install, Add, Move, Change ) activities with the end user.
• Perform loading of standard software configuration into desktops and laptops for the completion of the service request.
• Provides assistance for the deployment/retrieval of workstations.
• Updates tickets regarding the nature of the incident and solution provided.

Desired Skills:

• Strong Thinking and Problem Solving Skills - must have demonstrated the ability to analyze and solve complex issues.
• Client-focused - Recognizes client needs and recommends appropriate solutions
• Team Player - must be able to build collaborative relationships with colleagues and clients, is able to deal flexibly with others
• Strong Communication Skills - must have demonstrated the ability to effectively communicate with all levels of employees and manage multiple priorities
• Taking Ownership - Accepts responsibilities for actions and decisions and prioritizes work based on business demands
• Trustworthiness - Ability to deal with highly personal, confidential information is ESSENTIAL
• Should be willing to work in shifts.

Qualification:

• Candidate must be at least a graduate of any IT related course
• Experience in a customer service environment, BPO Industry is an advantage
• Has a strong background in basic IT support like PC troubleshooting, Networking, Server and Telephony.

Experience:

• Newly grad from a Technical school will be considered

To apply, follow this link http://bit.ly/2CHBX4n