Job Description

Role: Systems Engineer

Location: Budapest, Hungary

Role Type: Permanent

Job Description

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route problems to internal/external 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
• Use the Incident Management System to document and manage incidents and work requests and their respective resolutions and circumvention’s.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
• Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problems to appropriate support specialists
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures, SOPs
• Participate in on-going training and contribute in process improvements
• Provide all required documentation including standards, configurations and diagrams Technical Requirements
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Windows7, Windows XP
• Knowledge of Active Directory
• Experience in ITSM ticketing tools such as Manage Engine Service Desk, etc.
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007, 2010): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like WinZip,
• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Should have a great customer handling skills
• Ability to work under considerable pressure managing multiple tasks and priorities.
• Motivated self-starter personality; must be able to work with the team.
• Prior experience of working with Global customers and providing remote support.
• Prior experienced of 1+ years working in similar role
• Ready to work in 24*7 Environment
• Preference of someone from a retain background

Qualifications

Any Degree

How to Apply

Kindly mail your updated CV's to satish.p@winborough.com if interested in the above position. Thanks

Job Categories: IT. Job Types: Full-Time. Job Tags: "IT support help desk", 1st line support, active directory, help desk, IT support, Microsoft Exchange, network support, and system support.

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