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Helpdesk Analyst

Date: 17-Jun-2022

Location: Pimple Saudagar, IN

Company: Bmt International SA

Summary
An IT Helpdesk Technician provides assistance to our internal end users. You will diagnose and troubleshoot software and hardware problems and help our end users install applications and programs.
IT Helpdesk Technician responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
The IT Helpdesk Technician will also resolve IT infrastructure issues related to network and communication, Windows OS and server virtualization.
In general, the responsibilities include:
•    Taking ownership of end user issues reported and seeing problems through to resolution
•    Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
•    Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
•    Implement network and server infrastructure changes aligned with BMT Group Guidelines
•    Review, define, administrate and approve local use of IT tools according to budget and BMT Group Guidelines
•    Supervise Information security is kept according to local and BMT Group policies


Detailed Responsibilities
•    Research and identify solutions to software and hardware issues; both end users and network and server infrastructure
•    Diagnose and troubleshoot technical issues, including account setup and network configuration
•    Configure and install physical computing devices at the end user’s workplace or in the local premises in general: desktop, laptop, printer, cellphone, network equipment, …
•    Ask end users targeted questions to quickly understand the root of the problem
•    Track computer system issues through to resolution, within agreed time limits
•    Talk end users through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
•    Properly escalate unresolved issues to appropriate internal teams (e.g. application specialists)
•    Provide prompt and accurate feedback to end users
•    Refer to internal database or external resources to provide accurate tech solutions
•    Ensure all issues are properly logged
•    Prioritize and manage several open issues at one time
•    Follow up with end users to ensure their IT systems are fully functional after troubleshooting
•    Document technical knowledge in the form of notes and manuals
•    Maintain jovial relationships with end users


Requirements – skills
•    Proven work experience (3 years) as a IT Help Desk Technician, Technical Support Engineer, Desktop Support Engineer or similar role
•    University Degree
•    Hands-on experience with Windows/Linux environments including backup and collaborative tools (e.g. teams)
•    Knowledge of IT network communication principles (i.e. TCP/IP, DNS)
•    Knowledge of VMWare virtualization technologies
•    Good understanding of computer systems, mobile devices and other tech products including equipment maintenance 
•    Independent, taking ownership, social, communicative, ability to explain complex technical issues and result driven
•    Team player, organizationally savvy and works well with others
•    Service oriented
•    Fluent English (written & spoken)
 


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