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Service Desk Engineer
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Role description
Location: Frisco, TX (5 days onsite)
Service Desk Services
JD Service Desk Analysts
Minimum 1 to 3 years of experience as a Help Desk Technical Support Technician or Semi Technical support role
Good understanding of computer systems mobile devices and other tech products
Strong problem solving abilities with Ability to diagnose and resolve basic technical issues
Strong verbal and written communication skills with the ability to effectively communicate to a variety of audiences
Certification Requirement ITIL Foundation Windows 10 Configuration
Job Description
Responsible for providing technical assistance and support related to computer systems hardware or software Responds to queries runs diagnostic programs isolates problem and determines and implements solution
Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution They must also be customer oriented and patient to deal with difficult customers
Responsibilities
First point of contact for all end user reporting technical issues over the phone Chat or email or web
Responsible for providing the first line of technical support of hardware Operating Systems sub systems and or applications for customers and or employees
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures
Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs
Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and Categorize and record reported queries and provide solutions
Advise users on appropriate course of action
Monitor issues from start to resolution
Systematically interprets user problems and identifies solutions and possible side effects Ability to paraphrase and trouble shoot issues
Uses experience to address user problems and interrogates database for potential solutions
Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
Maintains records informs users about the process and advises relevant persons of actions taken
Adhere to the documented policies and procedures
Pass on any feedback or suggestions by customers to the appropriate internal team
Engages other support teams or resources as when appropriate to resolve tickets
Use appropriate CTI classification for incidents and requests
Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
Identify major incidents and invoke the major incident management process
Identify new issues and contribute to Knowledge Base development
Install modify and repair computer hardware and software
Preferred
Good communication skills
Need to be flexible in working from Office
Should have understanding of below Technical Skills
Basic Networking VPN and Active Directory Skills
OS Windows 7 Windows 10 Mac OS X
Office MS Office Office365
Browser IE7 IE8 Mojilla Safari
Outlook 2007 2010 2016
Knowledge on PC Laptop Handheld Printers Remote Support
Hands on experience on ITSM tools like ServiceNow BMC is an added advantage
Skills
Mandatory Skills : Azure AKS, Azure API Management, Azure BLOB, Azure Database Service, Azure Infra Services, Azure Monitor
Other details
Actual compensation within the range will be dependent upon the individual''s skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):
Benefits and Perks:
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $ 60,000.00 to 65,000.00 per year
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About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world's largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltm.com/careers/recruitment-fraud-alert
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| Location | Frisco, TX |
| Salary | $60,000–$65,000 Per Year |
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