Helpdesk Support Engineer

Job Description for Help-desk Support Engineer

Summary :

Highly Proficient in Spoken & Written English (B1 CEFR level). Mid Level troubleshooting skills with the ability to identify and resolve tech problems, by following readily available instructions & should possess an ability to dive deep into KBs as well as SOPs and come up with solutions to the issue presented.

Candidates must demonstrate advanced proficiency in both verbal and written English, allowing them to:

• Handle Complexity: Express themselves fluently, spontaneously, and effectively in complex troubleshooting scenarios.
• Adapt Communication: Communicate clearly and persuasively, adapting language to be easily understood by both technical and non-technical stakeholders.
• Produce Clear Documentation: Write clear, well-structured emails, documentation, and case notes on complex technical subjects.

This role requires an individual with excellent problem-solving abilities coupled with a strong customer service orientation, and the capacity to manage multiple issues in a fast-paced environment as well the ability to communicate effectively with both technical and non-technical customers.

You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -

• Provide world class remote assistance to users via Chat, Phone and eMail
• Assists users by remote troubleshooting and resolving technical and service issues.
• Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.

Principle duties and responsibilities | Job Description :

• Provides comprehensive remote support across major operating systems -

• Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.

• Follow documented procedures for issues presented and escalate further if need be.

• Has the ability to troubleshoot by -

• Problem Isolation - The engineer should be able to identify if the presented issue is due to hardware, software, network, or user-related, and systematically narrowing down the root cause.

• Employ advanced troubleshooting techniques to diagnose and resolve problems efficiently by searching in SOPs and KBs

• Diagnose hardware-related issues with desktops, laptops, printers, and peripherals, including recommending escalations to different internal departments and replacements when necessary.

• Assist in setting up, configuring, and installing new software and hardware.

• Document issues, resolutions, and troubleshooting steps for knowledge sharing and future reference.

• Communicate effectively with non-technical users to explain solutions in an understandable manner.

• Collaborate with cross-functional teams to escalate and resolve incidents.

• Support & Execute the deployment and integration of new SOPs and change in systems.

Must Have Skills :

• Excellent problem-solving and analytical skills with a focus on mid-level troubleshooting.
• 1- 3 years of IT related Customer Service experience
• Excellent communication skills, should be able to hold a conversation
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to deal professionally as well as ability to learn new products and technologies
• Good customer service skills, multitasking and documentation skills
• Ability to adjust quickly to the changing priorities and implement the same per business requirements

Knowledge, Skills and Abilities :

• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good Analytical & Cognitive skills

What We Offer:

1. Opportunities for professional development and career growth.
2. A collaborative and inclusive work environment.
3. Access to cutting-edge technologies and tools.