Technical Support Service Desk Engineer

About the Role

We are seeking immediate joiners for a Technical Support Service Desk position. This role involves providing level 1.5 technical assistance, restoring services, fulfilling service requests, and offering expert advice to ensure optimal availability and performance. You will engage directly with international clients, primarily supporting Microsoft consumer products, guaranteeing exceptional customer service and efficient problem resolution.

Responsibilities

• Deliver frontline technical support by troubleshooting issues reported via phone, chat, or email.
• Actively listen to customer concerns and clarify queries to accurately diagnose problems.
• Communicate technical concepts clearly to users without technical background.
• Gain proficiency in the Microsoft suite including Windows, Office 365, Surface devices, and stay updated with product patches and releases.
• Guide customers to self-service resources and documentation to aid issue resolution.
• Escalate advanced or complex problems to specialized higher-tier teams as needed.
• Utilize remote tools such as Microsoft Remote Desktop for troubleshooting assistance.
• Maintain detailed records of customer interactions, solutions, and follow-ups.
• Strive for first-contact resolution while maintaining professionalism in all interactions.
• Collect customer feedback to identify improvement areas.
• Collaborate with cross-functional teams like engineering and product management to address recurring issues and improve service quality.
• Contribute to internal knowledge bases and share best practices with the team.
• Adhere to company policies and meet quality metrics concerning responsiveness and customer satisfaction.

Required Skills & Qualifications

• Minimum graduate degree, preferably in Computer Science, Information Technology, or related disciplines.
• At least 12 months of experience in international technical support roles, with familiarity in system diagnostics and issue resolution.
• Strong understanding of Microsoft products and consumer software support.
• Excellent verbal and written communication skills to interact effectively with international customers.
• Strong analytical and problem-solving capabilities along with attention to detail.
• Able to work rotational shifts, including night shifts, with rotational off days.
• Experience in account and billing management, including subscription handling, payment processing, refunds, and token redemption.
• Technical expertise in post-installation support, cross-platform software troubleshooting, device networking and connectivity issues.

Preferred Qualifications

• Familiarity or certifications such as Microsoft Certified: Azure Fundamentals or M365 Fundamentals considered advantageous.

Location and Work Environment

Positions are available onsite in Pune, Mysore, and Bangalore.

Additional Information

• Role requires working in rotational shifts with designated off days.
• Contact details for recruitment assistance are provided for interested candidates.