No matter who you are, where you come from, who you love, what you believe, or what you geek out about, we bring people together to make great work. That's what makes us Rightpoint!!
Responsibilities:
· Research and identify solutions to software and hardware issues
· Diagnose and troubleshoot technical issues, including account setup and network configuration
· Ask customers targeted questions to quickly understand the root of the problem
· Track computer system issues through to resolution, within agreed time limits
· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams
· Provide prompt and accurate feedback to customers
· Refer to internal database or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with users to ensure their IT systems are fully functional after troubleshooting
· Prepare accurate and timely reports
· Document technical knowledge in the form of notes and manuals
· Maintain jovial relationships with clients
· Taking ownership of customer issues reported and seeing problems through to resolution.
· Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
· Manage 24/5 Support in Rotational Shifts.
Requirements and skills
· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
· Hands-on experience with Windows/Linux/Mac OS environments
· Hands-on (Basic/Fundamental) experience in Cloud (Azure/AWS) and additional certification is a plus.
· Knowledge of Endpoint management systems (Any)
· Good understanding of computer systems, mobile devices and other tech products
· Ability to diagnose and troubleshoot basic technical issues
· Familiarity with remote desktop applications and Ticketing software/tools (eg. Salesforce,Jira)
· Excellent problem-solving and communication skills
· Ability to provide step-by-step technical help, both written and verbal
· BS degree in Information Technology, Computer Science or relevant field
· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
· Attention to detail and good problem-solving skills.
· Excellent interpersonal skills.
· Good written and verbal communication.
Benefits and Perks at Rightpoint
- 30 Paid leaves
- Public Holidays
- Casual and open office environment
- Flexible Work Schedule
- Family medical insurance
- Accidental Insurance
- Life Insurance
- Gratuity
- Regular Cultural & Social Events including Diwali Party, Team Parties, Team outings, etc.
- Continuous Training, Certifications, and Learning Opportunities
EEO Statement
Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
