Title:  Remote desktop support

Area(s) of responsibility

About Birlasoft:

Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

1.    About the Job – Ability to relate the product functionality to business processes, and thus offer implementation 
 advice to customers on how to meet their various business scenarios.
2.    Job Title – Desktop support engineer
3.    Location: Pune
4.    Educational Background – BE/Btech
5.    Key Responsibilities – 
5. Must Have Skills:
Job Description:
 
•    Candidate must have knowledge on English Language, 5+ Years of experience with good communication in English Language and technical skills on windows desktop platform. 
•    24/7 Support Model (L2- Remotely End user Support for US and Canada users.) 
•    Responding to client support requests and contacting User to find out the nature of the problem. 
•    Resolving user issues related to basic desktop issues related to deployed software images, software packages, delivered patches, security updates and necessary tools for user desktop/laptops. 
•    Escalating software and other application issues to the subject teams. 
•    Troubleshooting desktop/laptop hardware and software issues, that can be worked upon remotely. 
•    OS/ Office/ basic system application/Anti-Virus client support. 
•    Outlook, browser, Printer/scanner installation, configuration and troubleshooting on client system. 
•    Strong experience & Knowledge of ITIL Process.
•    Strong experience & Knowledge of MIM. 

Additional 
    Installed, modified, and made minor repairs to computer hardware and software systems.
    Understood VPN configuration and mobile device security protocols to ensure data protection.
    Fielded support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, Password Resets, Outlook issue, printing, and similar concerns.
    Consulted with users to determine steps and procedures taken to identify and resolve the problem.
    Managed user accounts, groups, and permissions within Active Directory to ensure secure access and efficient operations. 
    Performed on-site IT support tasks like hardware repairs, equipment installation, and cabling Applied knowledge of computer software, hardware, and procedures to solve problems.

++ Sound Knowledge of AD, O365, MS-Office, Software hardware Installation, basic Network Support.
Strong technical Background with Excellent Communication Skills.