Dedicated and customer focussed Level-1 Desktop Service Desk engineer to provide technical support and assistance to end-users.
The ideal candidate will be the first point of contact for all technical issues and requests, ensuring that all incidents are resolved efficiently and effectively.
24x7 Shift Remote Support
Key Responsibilities
Incident Management
Responsible and resolve incoming helpdesk tickets and phone call related to hardware, software, applications and network issues.
Document and track incidents, requests, and resolutions in the service desk ticketing system.
Escalate complex issues to Level 2/3 support teams when necessary.
Technical support:
Troubleshoot and resolve desktop, laptop, and peripheral device issues (printers, scanners, etc.).
Provide support for operating systems (Windows, macOS, Linux) and common office applications (Microsoft Office, email clients, etc.)
Assist with password resets, account unlocks, and access issues
Customer Service
Deliver exceptional customer service by providing timely and accurate responses to end-user inquiries.
Communicate technical information clearly and effectively to both technical and non-technical users.
Follow up with users to ensure issues are fully resolved and users are satisfied with the service provided
System Maintenance
Perform basic system administration tasks such as user account creation and management.
Assist with software installations, updates, and configurations, conduct routine maintenance and updates on desktops and laptops.
Knowledge Management
Contribute to the creation and maintenance of technical documentation and knowledge base articles
Share knowledge and best practices with team members to improve overall service delivery.
Educational Qualification
Engineering Graduate an associate degree in Information Technology
Experience
1-4 years of experience in a technical support or helpdesk role. - Familiarity with ITIL framework and best practices is a plus.
Skills
Basic understanding of computer hardware, software, and troubleshooting techniques.
Familiarity with operating systems such as Windows. Linux and macOS.
Knowledge of network connectivity basics and common office applications.
Strong troubleshooting and problem-solving skills
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Proficiency in using ticketing systems and remote support tools
Certifications
Microsoft / Linux Certifications
ITIL Foundation Certifications are added advantage
Altair is a global technology company that provides software and cloud solutions in the areas of product development, high-performance computing (HPC), and data analytics. Altair enables organizations across various industries to compete more effectively in a connected world while creating a more sustainable future. For more information, visit https://altair.com/.