Senior Help Desk Engineer

Description

Job Summary :

We are seeking an experienced and skilled Senior Help Desk Engineer to join our team, providing top-notch technical support to our global staff and local staff in our Chennai, India office. You will be the first point of contact for our users, resolving technical issues and providing exceptional internal customer service. If you have a strong technical background, excellent communication skills, and experience with Okta, Google Workspace, Slack, and PCs, we want to hear from you!

Key Responsibilities

• Provide technical support to users onsite and also via phone, email, and chat, resolving hardware, software, and network-related issues.
• Local IT Assets tracking
• Troubleshoot and resolve technical issues with Okta, Google Workspace, Slack, PCs and other SaaS applications.
• Document and track all support requests using our ticketing system.
• Escalate complex issues when necessary.
• Collaborate with internal teams to resolve technical issues and improve overall user experience.
• Develop and maintain knowledge base articles and training materials to improve user self-service capabilities.
• Participate in ongoing training and professional development to stay up-to-date with new technologies and best practices.
  
  

Requirements

• 5-8 years of experience in a help desk or technical support role.
• Strong technical knowledge of Okta, Google Workspace, Slack, MDM solutions and PCs.
• Experience with multiple operation systems such as : Windows, Linux and MacOS.
• Excellent communication and problem-solving skills.
• Ability to work independently in an in-person and remote environment.
• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience with ticketing systems and knowledge base software.
• Good knowledge of the English language. Other language knowledge is a plus.
  
  

Nice To Have

• Understanding of basic wifi troubleshooting, configuration and basic networking
  
  

(ref:hirist.tech)