Tech Support Engineer

at NonStop io Technologies Pvt Ltd

DP
Posted by Kalyani Wadnere
icon
Remote only
icon
2 - 4 yrs
icon
Best in industry
icon
Full time
Skills
Technical support
MS-Office
MS-Outlook
Remote support
VPN
BMC Remedy
Bomgar
Remote desktop
Remote Desktop Services
Active Directory
ServiceNow

Job Description for Remote HelpDesk Tech Support (for major Laptop/Desktop work, and minor Server work)

 

The HelpDesk Technician is responsible for handling first-level/second-level support of service requests. This relates to all technology that the customer is using. This will include workstations, servers, printers, networks, and client applications, specific hardware, and software.

The technician must be able to support remote-work applications.


Strong interpersonal skills are required. This includes verbal and written communication skills, active listening, telephony, and customer care.

 
Position: Helpdesk Desktop Support [L1 & L2]
 
Process: Remote Audio/Voice only using Microsoft Teams app (sometimes email/chat, but mostly audio)

End Clients:
USA based Universities and Banks

Applications to be supported:
Microsoft Outlook, Microsoft Office 365, Networking like WiFi, VPN, applications, etc 

Required Soft Skills:
Fluent Spoken English skills (mandatory). Experience with USA-based customers is mandatory.

Required Exp:
Minimum 2 years in Helpdesk Desktop Support

Requirements of Infrastructure for Work From Home (until Covid19):
Excellent internet connection at home (4G and broadband), own good-condition Laptop, electricity backup, and quiet room to work.
 
Location: Pune preferred
 
Joining Time: Immediate or maximum 15 days only.
 
Shifts: Rotational (morning-afternoon-evening)
 

Duties and Responsibilities

  1. Responding to queries via chat, email, or phone
       
  2. Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
       
  3. Tickets/Case Management
       
    1. Accurately recording the scope of the issue/request and logging into ServiceNow the information.
             
    2. Following up with customers to ensure full resolution of issues.
             
    3. Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
             
    4. Monitor the remote monitoring and management system alerts/notifications and respond accordingly through service tickets.
             
    5. Escalation of Tickets to the next level.

Technical Skills

Providing technical assistance for questions and problems including:

  1. Troubleshooting Microsoft’s Office applications (Outlook, Teams, Word, PowerPoint, Excel)
       
  2. Troubleshooting skills with the following operating Systems including Windows 10 (required), Windows 7 (required) and Mac O/S (basic troubleshooting only)
       
  3. Video Conferencing Solutions including Zoom and Microsoft Teams
       
  4. Mobile Device support for ActiveSync and Outlook Mobile
       
  5. Other client applications like Learning Management Systems
       
  6. Troubleshooting Connectivity Issues:    
       
    1. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
             
      1. Unable to connect to the Wireless (WiFi)
                   
      2. Unable to connect to the Internet
                   
      3. Unable to connect to the corporate network (VPN)
                   
      4. Unable to connect to any application.
               
  7. Basic remote access solution implementation and support: VPN, and Remote Work.
       
  8. Resolving problems with networks and other computer systems
       
  9. Diagnosing system errors and other issues
       
  10. Installing or changing software to fix issues
       
  11. Remotely accessing hardware or software for clients to make changes and fix problems
       
  12. Diagnosis skills of technical issues
       
  13. Understand processes in company systems by completing assigned training materials
       
  14. Creating/updating knowledgeable articles, and training other staff members on troubleshooting and diagnosing problems
Read more

About NonStop io Technologies Pvt Ltd

NonStop io Technologies Pvt. Ltd.est. in 2015 is a software product development company.We invest in our client’s vision, build the technology and make sure the end-product is in alignment with their end business goals over short and the long term.
Read more
Founded
2015
Type
Products & Services
Size
20-100 employees
Stage
Profitable
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Job Description for Remote HelpDesk Tech Support (for major Laptop/Desktop work, and minor Server work)

 

The HelpDesk Technician is responsible for handling first-level/second-level support of service requests. This relates to all technology that the customer is using. This will include workstations, servers, printers, networks, and client applications, specific hardware, and software.

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Position: Helpdesk Desktop Support [L1 & L2]
 
Process: Remote Audio/Voice only using Microsoft Teams app (sometimes email/chat, but mostly audio)

End Clients:
USA based Universities and Banks

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Required Soft Skills:
Fluent Spoken English skills (mandatory). Experience with USA-based customers is mandatory.

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Within 1 month


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Within 6 months


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Within 12 months


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Attitude

Skills

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  • Coachable
  • Metrics Driven
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  • Ability to explain in uncomplicated/ simple language




About Quick Dry Cleaning

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  • 47 countries
  • 1000+ Paid subscribers
  • 5000+ Users
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What You’ll Do:

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  • Technical support and troubleshooting production issues and solution implementation
  • Collaborating with the product team to share customer feedback, ensuring we continue to learn and improve our product and processes
  • Identifying and resolving application issues, providing feedback for product improvements and overall direction
  • Proactively identify areas of improvement and talk to our customers to ensure they are getting the most out of the product
  • Involved in other programming and documentation including API references, guides, and tutorials
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We’re Looking for Someone With:

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  • Relevant experience in working with eCommerce industry APIs e.g. Shopify, Magento, shipping carriers (e.g. USPS, DHL, FedEx etc), and Payment platforms
  • Ability to adapt and write high-quality code that will be peer-reviewed.
  • Familiarity with code versioning tools like GIT.
  • Experience in working with web services i.e. HTTP, REST, JSON
  • Superior interpersonal and customer support skills to provide excellent service

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Naila Kazi
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