Desktop Support Engineer

About Company -

Vyapar is India’s leading fintech company that offers a Free Business Accounting and Inventory Management application to enable MSMEs to digitally manage their business operations. The goal is to make a businessman’s daily routine less tiring and let them focus more on growing their business, less on paperwork.

About the job

We are hiring for a full time Desktop Support Engineer who can provide enterprise-level support to customers. You should have the ability to research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction.

Responsibilities

• Install, configure, monitor & maintain computer applications & networks

• Configure operating systems.

• Prioritize and manage the workflow along with resolving issues related to the network

• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion

• Design computer systems to meet requirements of the organization or clients.

• Possess the ability to learn and work on changing and emerging technologies.

• First point of contact for clients for issues concerning their computer systems and equipment.

• Keep track of user’s system issues until they are resolved by adhering to the agreed timelines.

• Resolve complex problems, interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.

• Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.

• Provide accurate feedback to customers promptly.

Ensure proper logging of all issues.

• Follow up with clients to make sure their computer systems are functioning properly after troubleshooting.

• Document technical knowledge in the knowledge database.

• Train people on how to use different types of systems.

• Monitor daily performance of technical systems.

• Help organizations deploy new software or hardware systems.

Requirements

• 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, experience in Installation of Windows 7, Win 8, Win 10.

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and troubleshoot basic technical issues, Basic IP configurations.

• Familiarity with remote desktop applications and help desk software (eg. Zendesk)

• Excellent problem-solving and communication skills, LAN Configuration and troubleshooting.

• Ability to provide step-by-step technical help, both written and verbal, Team viewer and Remote desktop connection for remote support and Working on ticketing tool, Experience in Installation of Windows 7, Win 8, Win 10.

• BS degree in Information Technology, Computer Science or relevant field

Education

• Bachelors/Masters in Computer Science, Software Engineering, Information Technology or any other related discipline

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus