Job Description
Overview:
Service Desk Engineer (Symantec) assists IT administrators of client companies in identifying and solving problems related to Symantec software and other items via telephone and remote desktop support.
Essential Duties:
Interact with Customers to provide problem resolution via the telephone and remote desktop support for hardware, software, and other items.
Provide accurate and complete descriptions of problems, inquiries and requests in a problem management ticket.
Escalate problems and requests according to established procedures.
Research end-user problems to determine root cause.
Maintain accountability and ownership of issue/request tickets.
Provide proactive end-user management notification of problems.
Provide closed looped contact with end-users to verify final solution and determine satisfaction level.
Participate in training required to develop and maintain skills necessary to support end-users.
Perform basic administrative tasks, such as password resets, permission management, account creations, remote software installations, etc.
Non-Essential Duties:
Maintain a high standard of business and ethical conduct with end-user, vendors and employees.
Follow workplace and environmental, health and safety procedures and guidelines.
Devoting your full business time, attention and energy to the company
Perform related duties assigned by management.
Skills
• Prior experience with Microsoft Exchange, Vmware ESXi, NetBackup, Backup, storage & archiving, MS-SQL Server, Computer Networking and Active Directory is preferred.
• Good basic understanding of Linux.
• Good understanding of how an incident ticketing system and escalations work.
• Prior technical support experience or system administration is preferred.
• Fluency in English communication. Skills and ability to communicate technical information to both technical and non-technical users.
• Be proactive in developing good customer relations.
• Have a good technical knowledge of computer software and hardware.
• Be a competent presenter.
• Work well as part of a team. (Team Player)
• Individuals with prior experience in providing technical services to support end-users’ computer hardware & software needs, along with demonstrated ability to work within a customer service environment will be preferred.
Job Timings : 09 pm-06 am (Night Shift)
Job Details
Industry:
BPO
Functional Area:
Client Services & Customer Support
Total Positions:
3 Posts
Job Type:
Third Shift (Night)
Department:
Global Service Desk
Job Location:
F-5, Islamabad, Pakistan
Gender:
Male
Minimum Education:
Bachelor's Degree
Degree Title:
BCS/MCS
Career Level:
Experienced Professional
Experience:
Doesn't Matter
Apply Before:
Apr 04, 2016
Posting Date:
Feb 26, 2016
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