Service Desk Engineer/Help Desk Technician

 

Zenith Infotech Limited (ZIL) is a software product and IT services company developing next generation products and services for IT infrastructure management, security and system recovery since 1996. We employ professionals across the globe in the USA, India, Singapore, UK and Australia. Over 1000 Partners utilize our products and services worldwide.

As a market leader we provide IT service firms with the most comprehensive and flexible IT management platform available today

 

 

Service Desk Engineer/Help Desk Technician

 

PURPOSE AND SCOPE:

 

Responsible for maintaining a full service help desk for software/hardware questions and issues; screening, referring and diagnosing inquiries and work requests as they relate to maintenance of personal computers and related systems. Assists in performing troubleshooting and identification of applicable problems relating to PC’s, applications, and basic network communications.

 

DUTIES / ACTIVITIES:

 

The Service Desk provides Level 1/Level 2 support to Zenith partners and clients. The Service Desk is open Monday through Friday, 8am to 10pm, with rotating shifts.

 

Responsibilities include, but are not limited to:

 

• Primary contact to resolve problems reported by phone, e-mail or ticketing system.

• Records problem and resolution details in the ticketing system.

• Works with BackOffice NOC in India to resolve problems.

• Provide updates to the partner/client regarding problem status.

• Monitors and documents status of request until its resolution.

• Establishes resolution to problems based on priority.

• Provide basic support for hardware, peripherals, and network access.

• Provide basic support for office productivity applications such as Microsoft Office, e-mail, and other Line of Business software as assigned.

• Research various problems to provide appropriate responses to end users, be able to do basic troubleshooting and assist users through simple procedures.

• Monitor voicemail, e-mail, messages, and related information for support inquiries.

• Provide basic administration of computer accounts and passwords.

• Other duties as assigned

 

 

EDUCATION:

 

• An Associates degree in an Information Technology major or other related discipline such as

certifications. May be substituted by two years experience in a help desk environment.

 

EXPERIENCE AND REQUIRED SKILLS:

 

• A minimum of 2 years experience in a help desk environment

• 2-5 years experience in common office computer programs such as Microsoft Office and e-mail applications

• Ability to coordinate variety of activities and manage multiple priorities in a busy office.

• The person must have well-developed interpersonal, organizational, and problem solving skills and be a team player with a desire to provide a high level of customer service.

• A positive attitude is a must.

• Demonstrated ability to communicate orally and in writing in a clear concise manner. Must be able to communicate effectively with customers in a courteous manner.

• Knowledge of PC operating systems as well as networking and mail standards.

• Working knowledge of Exchange Server. Specifically to be able to configure user profiles and mail settings.

• Working knowledge of Active Directory

• Working knowledge of LAN (Ethernet) Protocols.

 

 

Benefits:

In exchange for your hard work and dedication, we offer a competitive salary, excellent benefit package and positive working environment.