Microland Looking for Senior Engineer – Service Desk in Saudi Arabia,India Full Time

Job Description
Required SkillTechnology – End User Issues|Printer+Scanner+Outoook+MS Office+ApplicationsProcess – IT Service Management|Service DeskProcess – IT Service Management|Incident Management – – – – Details1. Handle incoming calls, emails and chat from the users. Some account may require working on rotational shift2. Ability to comprehend end users from International locations over the phone3. Recording, classifying and prioritizing tickets4. Providing initial support and troubleshooting based on Knowledge Base articles5. Contributing to Knowledge Base with new articles6. Taking a remote of an end users 20 machine if required while troubleshooting 7. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competenciesTechnical Skills 1. Ability to differentiate between different type of IT assets2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 113. Understanding of desktop applications and how do they work, installation & uninstallation4. Ability to support users in business applications based on SOP 20s5. Troubleshooting Desktop/Application remotely6. Ability to carry out Disk management, Disk Encryption, Wireless configuration7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP8. Ability to Install and configure email client, troubleshoot connectivity issues9. Ability to troubleshoot calls for printers & copiers locally and remotelyBackup and Recovery: (Required for Tech Support)1. Technical understanding of native backup management tools & different types of backups2. Ability to isolate system issues to back up job issues3. Ability to provide SOP based support for configuring & troubleshooting backup related issues4. Basic Networking (Protocols/OSI Layers/IP address)5. Desired Skills:- Basic understanding of virtual infrastructure (VMware, Hyper-V, Citrix) and Cloud (AWS, Azure and Google cloud) 20 (For MSP)6. Desired Skills:- Understanding of domain setup & ability to add / remove computers to domain 20 (For MSP and Enterprise)Behavioral & Functional skills1. Good verbal & written communication skills2. Time management3. Ability to collaborate and work in a team4. Basic understanding of ITIL5. Decision making6. Problem solving7. Planning, organizing & prioritizing8. Active listening skills
Keyskills : Basic NetworkingDesktop ApplicationsIt Service ManagementWindows OSPrintersApplicationsMs OfficeItilDisk ManagementCloudIncident ManagementScannerdomain setupPrinterWireless configurationKnowledge Basedifferent types of backupsEnd User Is