Desktop Support Engineer (Night Shift)

About the role:

Will provide support to customers by phone, chat, email & screen connect. Create and maintain case management records of daily problems on project site/Gorelo and remedial actions taken, or installation activities. Interface with customers and vendors to find solutions for problems that may affect the customer

What you’ll be doing:

• Monitor and respond quickly and effectively to requests received through the Project site/screen connect/telephone or email.
• Investigate user problems and identify source; determine possible solutions, test and implements solutions.
• Configure and troubleshoot personal computers, network cabling and other related equipment, devices and systems; add or upgrade and configure printers and other related equipment.
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.
• Providing one on one assistance to end users by chat, phone, email, screen connect or in person
• Maintains confidentially regarding information being processed, stored or accessed by end-users

• Should be able to deal with third-party vendors to resolve incidents and outages.
• Should have high level of customer service, with a sense of responsibility, initiative and ownership.
• Build and implement software standards for end-user workstations
• Ensure data replication and backups are running and failed jobs are resolved
• Leverage optimization techniques to maximize the efficiency of all computer systems
• Work with Engineering, third-party vendors, and consultants on developing system-specific skills
• Maintain response and resolution of cases/tickets received in queue against established Service Level Objectives
• Escalate ticket/issue if you are not able to resolve
• Should always be connected to Amazon Connect during production hours/shift.
• Should always update ticket on project site/Gorelo accordingly in timely manner with correct hours
• Should comply with all SOP/compliance policy.
• Performs other duties as assigned by Manager.

What we’ll want you to have:

· Possess a degree in Computer Science/Engineering or related technical fields or equivalent experience

• 2-4 years’ industry experience
• Good communication and organizational skills;
• Strong analytical and troubleshooting skills with attention to detail;
• Strong sense of ownership with ability to take control of difficult and/or chaotic situations
• Ability to handle high stress situations

Job Type: Full-time

Pay: Rs55,000.00 - Rs110,000.00 per month

Ability to commute/relocate:

• Karachi: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person