Sr. Service/ Help Desk consultant

1 week ago

Cuyahoga Falls, United States YASH Technologies Full time

• 5-8 years of call taking profile with core Help Desk Skills

• Good documentation skills, knowledge on KB articles

• Good Understanding of the Enterprise IT Infra set up

• Good Knowledge on Active Directory.

• Basic understanding of Applications such as Okta, Lotus notes, Salesforce, Minitab

• 5+ years' experience supporting wide multiple versions of operating system

• O365 Administration using Office365 Admin Console.

• Strong writing and documentation skills a must including being able to train other Engineers as and when required.

  • Good knowledge on trouble shooting email client issues like Outlook.
  • Excellent Hardware and software troubleshooting skills
  • Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
  • Fluent in English, in both oral and written communication
  • Good knowledge in Utility software technical knowledge such as Antivirus and others.


Desirable Skills

  • Able to understand the email flow issues internal & external
  • End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
  • Demonstrate a high level of customer relationship skills which includes email etiquette.
  • Good Communication skills, follow up skills, Willingness to work in rotational shifts
  • Remote troubleshooting.


Role and Responsibilities

  • Primary contact point for end users - Email and Web Tickets
  • Qualify and Open tickets for remediation of events.
  • Troubleshooting of tickets before triaging to next level support
  • Triage Tickets to respective teams.
  • Regular updates and follow-up on tickets in the queue

• Follow up tickets till closure.

• Create Knowledge Base Articles

• Understanding of Basics Hardware accessories/devices and peripherals

• Excellent oral and written communication skills


Qualifications and Education Requirements

• A Bachelor's / master's degree in computer engineering, Information Technology

• Knowledge and experience using OS

• Working knowledge of MS Office (PPT, Excel, Word)


Preferred Skills

  • Certification - ITIL V4

Behavioral Attributes

  • Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets
  • Excellent problem solving / troubleshooting skills
  • Displays awareness of customers' stated needs and gives priority to meeting and exceeding customer expectations
  • within stipulated time
  • Explains ideas clearly and logically to others and is attentive in interactions
  • Identifies the target audience for communication and carefully listens to their opinions and feedback.
  • Ability to work in Teams.

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