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Research and identify solutions to customer issues
Diagnose and troubleshoot technical issues, including onboarding, network & product configuration.
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed SLA’s.
Talk clients through a series of actions, either via email or chat, until they’ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering Team)
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 a time
Follow up with clients to ensure that product is fully functional after troubleshooting.
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients
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
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. MS Teams ,Freshdesk , Anydesk, TeamViewer etc)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Bachelor’s degree in Information Technology, Computer Science or relevant field
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
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