Job Description

EUC SupportExperience: 3-5 YRSLocation: Hyderabad - WFORole - End User Support / Technical Support Engineer L2Responsibilities:

• Experience working in an end-user desktop support role or computer operations environment required.
• Advanced printer / peripheral device troubleshooting
• Providing remote technical support to users of desktop and laptop, printer etc.
• Provide support to Google Site, Bomgar etc.
• Manage end-user requests.
• Configuring & trouble shooting problem w.r.t Operating System, Office Applications.
• Ensuring technical queries not progressing are escalated.
• Handling VIP and escalation calls.
• Interacting with senior users to understand the requirements.
• Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
• Serves end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities.
• Extensive diagnostic information gathering, troubleshooting, problem analysis and resolution.
• Investigation and resolution of issues and may also include performance monitoring.

• Understanding of ITIL processes and methodologies.
• Excellent communication & interpersonal skills.
• Experience with ticketing tools \xe2\x80\x93 SNOW etc.
• Advance troubleshooting & troubleshooting, Adaptability & Flexibility.
• Good experience with Microsoft products and database, MAC OS, IOS and Networking Knowledge.
• Knowledge of Incident, Problem, Change Management.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information
• 24x7 support

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