SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Responsibilities :- · Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users · Route problems to internal 2nd and 3rd level IT support staff. · Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. · Administer and provide User account provisioning. · Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention’s. . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. . Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs . Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) . Troubleshoot client software and basic network connectivity problems . Identify, evaluate and prioritize customer problems and complaints . May train users and operators on a limited basis and/or may write training procedures

• English, Finnish Phone support experience necessary

• Technical helpdesk or technical call center experience is necessary.

• Disciplined, systematic problem solving skills required.

• Hands-on work experience with the following:

• Windows and MAC Operating systems

• Clients: Windows10, Windows 11

• Support for laptop, desktops, and printers

• Knowledge of Active Directory, and Azure AD

• ITSM ticketing tools such as Remedy, ServiceNow

• User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• Remote desktop connectivity applications like LogMeIn, Bomgar, WebEx, Live Meeting, and Windows Native tools

• MS Office Suite : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

• Internet browsers (e.g. Explorer, Chrome, Firefox),

• VPN and remote dial-in users

• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Skill Requirements

• Excellent communication and conversation skills (Verbal and Written) - English, Finnish

• Good documentation skills

• Good working knowledge of MS OFFICE (Including MS Project and Visio)

• Should have a great customer handling skills

• Able to handle unforeseen situations

• High level of acceptance

• Can drive HCL’s value and its methodology

Must Have Skill

Microsoft Windows,MS Remote Desktop Services (RDS),Touch Services,Video/Telepresence - Others, · Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. · Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. · Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. · Ability to learn new information quickly and the willingness to do so at all times. · Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. · Customer Focus · Teamwork · Technical Expertise · Interpersonal Effectiveness · Concern for Order and Quality Years of Experience Total : 3-4 yrs of University education post High school (B.Sc. or Diploma