Deskside Support Engineer(VIP Support)

Job DescriptionAs a Deskside Support Engineer, you will serve as the first point of contact for customers seeking technical assistance in person, over the phone, remote connection software, chat, and email.Key Responsibilities :Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, remote connection software, chat, and emailProvide a high level of customer service to users seeking problem resolutionSupport VIP users /senior stakeholders providing white glove servicePerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving processDirect unresolved issues to the next level of support personnel. Provide accurate information on IT products or servicesRecord events and problems and their resolution in internal ticketing systems, Follow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamLogistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.Key Skills and Experience :Expereince in Deskside support, Customer handling, Laptops , mobiles and other devices support.Expereince in trouble shooting Windows , 0365, Intune , Mac , MDM etc.Proficient in end-user network troubleshooting tools and practicesFlexible, able to multitask, and prioritize reported issuesExperience in providing VIP support /Senior stakeholdersVery good english communication
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