Support Engineer Jobs in Quorum - Bangalore

Job Description

Responsibilities:

• Act as first point of contact to Quorum employee for service-related issues on 24x7 basis.
• Log all helpdesk tickets into the ticketing system
• Handle Incident & Service Requests based on the standard operating procedure.
• Handle L1 issues via call, email, ticketing tool, chat.
• Maintain SLA & KPIs as per defined process and procedure
• Follow standard SOPs to support misc. L1 SOWs.
• Daily monitoring, resolution, and escalation to L2 as per SOP.
• Escalation of issue to L2 teams as per SOP & on-call matrix.
• General administration support within Office 365
• Queue management
• Troubleshooting issues related to onboarding and termination of employees
• This person must be able to resolve tickets within Fresh service in a high-volume capacity
• Troubleshooting with windows, application issues, internet related (VPN issues), Printer configuration and driver installation.
• Handling Basic outlook related issue like configuration, creation and repairing of the profile, repairing .Ost file, repairing of complete office365, Addition on shared mailbox in outlook, Excel related issue.
• And other duties as assigned.

Qualifications/ Skills:

• 3+ years of desktop support experience in a high-volume environment
• Strong O365 administration background (navigate through licensing, mail tracing, adding users to distribution groups, etc.)
• Basic troubleshooting Citrix VDI and VMWare support/ Azure Active Directory/ Microsoft Intune
• Break-fix troubleshooting experience (Lenovo/Dell workstations)
• Strong Active Directory experience (security permissions, adding and deleting users, etc. Troubleshoot basic password resets, account unlocks, force log offs, profile management, file restore, network drive mapping and password reset
• Detail Oriented, Ticketing Systems
• Exceptional customer service skills
• Strong written and verbal communication skills
• The ideal candidate will convey critical thinking skills and the ability to work alongside a team effectively.
• Bachelor's degree in computer science, information systems, or similar. (B.E/B.Tech would be preferred.
• ITIL Certification.
• Exceptional analytical and problem-solving skills.
• Excellent organizational and time management skill