Technical Support Technician
Description
At Rightpoint, we drive growth by delivering experiences that transform how people, technology, and businesses interact. We call this Total Experience.
We believe that the organizations and brands that will succeed in the next decade will be those that deliver a complete experience - for customers, for employees, for stakeholders. Orchestrating people, the products and the platforms that they use will require new perspectives, new ways of working, and new approaches.
Here at Rightpoint, we have been at the forefront of driving change through experience for over 15 years. We have the insight and expertise to see the big picture, and the talent and technology to deliver exceptional outcomes.
Are you someone who wants to create change in the way business is done? Do you want to work with inspired and like-minded intrapreneurs? Us too! We take our work very seriously, but we have fun doing it. And we’re searching for passionate, talented people to join the Rightpoint team
Responsibilities:
Requirements and skills
· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
· Hands-on experience with Windows/Linux/Mac OS environments.
· Hands-on (Basic/Fundamental) experience in Cloud (Azure/AWS) and additional certification is plus.
· Knowledge of Endpoint management systems (Any)
· Good understanding of computer systems, mobile devices and other tech products.
· Ability to diagnose and troubleshoot basic technical issues.
· Familiarity with remote desktop applications and Ticketing software/tools (eg. Salesforce,Jira).
· Excellent problem-solving and communication skills.
· Ability to provide step-by-step technical help, both written and verbal.
· BS degree in Information Technology, Computer Science or relevant field.
· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
· Attention to detail and good problem-solving skills.
· Excellent interpersonal skills.
· Good written and verbal communication.
EEO Statement
Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
· Research and identify solutions to software and hardware issues
· Diagnose and troubleshoot technical issues, including account setup and network configuration
· Ask customers targeted questions to quickly understand the root of the problem
· Track computer system issues through to resolution, within agreed time limits
· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams
· Provide prompt and accurate feedback to customers
· Refer to internal database or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with users to ensure their IT systems are fully functional after troubleshooting
· Prepare accurate and timely reports
· Document technical knowledge in the form of notes and manuals
· Maintain jovial relationships with clients
· Taking ownership of customer issues reported and seeing problems through to resolution.
· Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
· Manage 24/5 Support in Rotational Shifts.
· Diagnose and troubleshoot technical issues, including account setup and network configuration
· Ask customers targeted questions to quickly understand the root of the problem
· Track computer system issues through to resolution, within agreed time limits
· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams
· Provide prompt and accurate feedback to customers
· Refer to internal database or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with users to ensure their IT systems are fully functional after troubleshooting
· Prepare accurate and timely reports
· Document technical knowledge in the form of notes and manuals
· Maintain jovial relationships with clients
· Taking ownership of customer issues reported and seeing problems through to resolution.
· Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
· Manage 24/5 Support in Rotational Shifts.
Requirements and skills
· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
· Hands-on experience with Windows/Linux/Mac OS environments.
· Hands-on (Basic/Fundamental) experience in Cloud (Azure/AWS) and additional certification is plus.
· Knowledge of Endpoint management systems (Any)
· Good understanding of computer systems, mobile devices and other tech products.
· Ability to diagnose and troubleshoot basic technical issues.
· Familiarity with remote desktop applications and Ticketing software/tools (eg. Salesforce,Jira).
· Excellent problem-solving and communication skills.
· Ability to provide step-by-step technical help, both written and verbal.
· BS degree in Information Technology, Computer Science or relevant field.
· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
· Attention to detail and good problem-solving skills.
· Excellent interpersonal skills.
· Good written and verbal communication.
Benefits and Perks at Rightpoint
30 Paid leaves
Public Holidays
Casual and open office environment
Flexible Work Schedule
Family medical insurance
Accidental Insurance
Life Insurance
Gratuity
Regular Cultural & Social Events including Diwali Party, Team Parties, Team outings, etc.
Continuous Training, Certifications, and Learning Opportunities
30 Paid leaves
Public Holidays
Casual and open office environment
Flexible Work Schedule
Family medical insurance
Accidental Insurance
Life Insurance
Gratuity
Regular Cultural & Social Events including Diwali Party, Team Parties, Team outings, etc.
Continuous Training, Certifications, and Learning Opportunities
EEO Statement
Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.