Information Technology Support Engineer

Remote Desktop Support Engineer

Technology Tower: Remote Support

Location – Pune

Skill – Remote Support Engineer

Site address : Hinjawadi

Budget : 2.64 to 3LPA

Experience required : 6 months to 2 years

Number of days of working : 6 days

Please note below points while adding profiles.

1. This is typically a contact center/BPO lead kind of a position with complete digital exposure.

2. Should be having experience of real time monitoring of ACD, IVR, FTR, ABND% etc.

3. Floor management, data analysis, reports/dashboard

4. People management etc.

Tower Description

The Remote support engineer who ha sto maintain teh client calls / chat / Email by resloution via chat / email/ call. . Adherence to SLAs on team level. Performance of the team.

Key Skills Required:

• Providing Technical Support: Assisting users with technical issues via phone, email, chat, or in-person.

• Troubleshooting and Diagnostics: Diagnosing and troubleshooting hardware and software problems.

• Guidance and Solutions: Providing step-by-step instructions and solutions to users.

• Escalation: Escalating complex problems to higher-level IT personnel.

• Documentation: Documenting issues and solutions for future reference.

• Knowledge Base: Maintaining and updating knowledge bases and internal documentation.

• Communication: Communicating effectively with users, both verbally and in writing.

• Customer Service: Providing excellent customer service and ensuring user satisfaction.

• Follow-up: Following up with users to ensure issues are resolved.

Required Skills and Qualifications:

• Technical Knowledge: Strong understanding of computer hardware, software, operating systems, and networks.

• Problem-Solving: Ability to diagnose and troubleshoot technical issues quickly and efficiently.

• Communication: Excellent communication skills, both written and verbal.

• Customer Service: Ability to handle customer inquiries and complaints professionally and patiently.

• Technical Proficiency: Experience with relevant software and hardware, such as Windows, and common office

applications.

• Problem-Solving Skills: Ability to analyze problems, identify root causes, and implement solutions.

• Documentation Skills: Ability to document issues, solutions, and procedures.

• Adaptability: Ability to adapt to changing technologies and processes

Language Requirement (Read, Write, Speak) & Proficiency:

Proficient in English (Read + Write + Speak)

Work Location

Pune

Contact Person:

Ritham

hr.manage@raspl.com /Sabir@raspl.com