IT Technical Support

Hope you all are doing great.....dipoletechi.... is hiring candidates for the profile IT Support Executive

Experience : 1yr - 4yrs

Salary :- As Per Company Norms

Location: Mohali, Phase 8b

The Service Desk’s goals include:

• Providing a single point of contact for end-user issues

• Facilitating the restoration of normal service operation while minimizing impact to the end-user

• Delivering services within agreed-upon SLA’s

Service Desk’s duties include but are not limited to:

• Provide remote and onsite desktop, laptop, server, and network problem management and resolution services to clients and end-users via Company’s communications and remote/on-site support solutions, processes, and procedures

• Identify, document, prioritize, troubleshoot, and escalate service requests per Company’s problem management and resolution processes and SLAs

• Perform proactive maintenance of client and end-user hardware, software, and services per Company’s established processes and best practices

• Perform routine server maintenance and health checks in line with documented maintenance schedules

• Check and remediate failed backup jobs and escalate to appropriate resources when necessary

• Monitor and respond to RMM alerts according to company priority and escalation protocols

• Coordinate with vendors for support, repairs, RMAs, or escalations as necessary for timely service delivery

• Maintain and pursue I.T. training competencies and certifications per Company’s established training schedule and requirements

• Maintain Company standards for client satisfaction, utilization, and compliance policies

• Utilize Company’s PSA and RMM solutions per Company’s established processes to deliver maintenance and problem management and resolution services to clients and end-users

• Interface with clients, end-users, and vendor support resources as needed to deliver services within established SLAs

• Maintain communication with all affected parties during problem management and resolution per Company’s established processes and procedures

Competencies Required:

• PC/Laptop issues, IE, Windows, Workstation Software installs

• Resolve PC Internet connectivity issues

• Peripheral Device connectivity

• Smart phone email integration

• Virus Removal and Cleanup

• VPN connectivity, remote worker connectivity

• Email client connectivity support

• MS Office suite support

• Follow all scripts/procedures

• Restart services, verify log files, backup incident logging

• Deploy monitoring agents

• Remote troubleshooting

• Light dispatching

• Interfacing with vendors and manufacturer’s service support

• Basic server administration and maintenance

• Backup monitoring and basic remediation steps

• Alert interpretation and ticket generation from RMM systems

• Network monitoring

• Exceptional customer service and communication skills

• Assist project managers, engineers, and staff as needed

• Ability to acquire the following Certifications: MCTS (Windows 10)

Day-to-Day Service Delivery

The Service Desk Engineer’s daily duties are determined by their Service Desk Manager, whose responsibilities include managing the N-Central Monitoring Solution and the Service Desk, and ensuring proper prioritization and assignment of all Service Requests. Depending on staffing and client load, some engineers may be dedicated to N-Central monitoring and alert response.

The scheduling of remote and onsite work is coordinated by the Service Manager or Dispatcher. The Service Manager is ultimately responsible for ensuring SLAs are maintained.

A typical day includes:

• Logging in to the CRM and RMM systems

• Reviewing newly-assigned and open Service Requests

• Monitoring RMM alerts and addressing or escalating as appropriate

• Reviewing backup reports and remediating failed jobs or escalating as needed

• Performing server maintenance tasks and logging actions accordingly

• Working tickets in order of priority and within SLA requirements

• Contacting clients/end-users to collect issue details and begin resolution

• Documenting issue resolution steps and verifying user satisfaction

• Escalating issues that fall outside Tier I or SLA thresholds

• Following up on completed Service Requests within 24 hours to ensure resolution and customer satisfaction

*Interested candidates can Share their resume at hr(at)dipoletechi.com

*For more details call:- 9517770049

*References are highly appreciated.

Job Type: Full-time

Pay: Up to ₹500,000.00 per year

Ability to commute/relocate:

• Mohali, Punjab: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Language:

• English (Required)

Work Location: In person