Service Desk Engineer
Ascendion · Bengaluru, Karnataka, India
- On site
- Full-time
- $75,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Remote IT support role for internal employees.
- Resolve technical issues with PCs, software, and access.
- Provide phone and remote IT support.
- Requires strong troubleshooting and customer service skills.
- Familiarity with cybersecurity and remote work tools.
About the role
About the Role
We are seeking an experienced IT Internal Tech Support professional to join our team. This is a remote position where you will be responsible for providing exceptional customer service while resolving internal employees' IT issues. You will work in a demanding, fast-paced environment and must have the ability to de-escalate upset employees with PC issues.
Job Title
IT Internal Tech Support Specialist
Responsibilities
- Work with password reset, software application access, platform access, software installation, and updates.
- Assist with different levels of internal employee PC/windows/Mac/laptops.
- Utilize strong computer skills to work with multiple windows open or multitask.
- Troubleshoot and resolve hardware or software issues.
- Provide exceptional customer service while resolving internal employees' IT issues.
- Support a demanding, fast-paced, time-sensitive environment.
- De-escalate upset internal employees with PC issues.
- Provide phone-based support and remote IT support.
- Utilize Teams, Skype, MS Office tools, Team Viewer, Remote Access, VPN, and Citrix environment.
- Address cybersecurity attacks and quickly reduce threats.
- Solve working from home internet and VPN connectivity issues.
- Demonstrate superior written and verbal communication skills as a problem solver.
- Work from home 100% of the time.
- Work early shifts between 4 AM - 6 PM MST.
- Have a separate quiet room for work.
- Maintain a strong and stable internet connection.
Required Skills
- 4+ years of experience in IT Internal Tech support.
- Experience with password reset, software application access, platform access, software installation, and updates.
- Ability to work with different levels of internal employee PC/windows/Mac/laptops.
- Strong computer skills - ability to work with 10 windows open or multitask.
- Excellent troubleshooting skills to resolve hardware or software issues.
- Excellent customer service skills and delivering exceptional service while successfully resolving internal employees' IT issues.
- Experience in phone-based support vs. being on-site.
- Experience in remote into user PC for IT support.
- Experience with Teams, Skype, MS Office tools, Team Viewer, Remote Access, VPN, and Citrix environment.
- Familiarity with cybersecurity attacks and how to quickly reduce threats and successfully re-establish working processes on PC for employees.
- Solve working from home internet, VPN connectivity issues yourself.
- Superior communication skills both written and verbal.
- Should be a problem solver.
Desirable Skills
- Certification in IT support or related field.
- Experience with additional remote support tools.
- Knowledge of IT security best practices.
Education Qualification
Bachelor's degree in Computer Science, Information Technology, or related field preferred.
Key skills/competency
- IT Support
- Help Desk
- Remote Support
- Troubleshooting
- Customer Service
- Cybersecurity
- Windows
- Mac
- VPN
- Citrix
Skills & topics
- IT Support
- Help Desk
- Remote Support
- Troubleshooting
- Customer Service
- Cybersecurity
- Windows Support
- Mac Support
- VPN Support
- Citrix Support
- IT Specialist
- Technical Support
How to get hired
- Tailor your resume: Highlight 4+ years of IT internal tech support experience, focusing on password resets, software access, installation, and updates, as well as troubleshooting hardware/software issues. Emphasize your ability to multitask, strong computer skills, and experience with remote support tools like Team Viewer, VPN, and Citrix.
- Showcase customer service: Detail your experience in providing exceptional customer service, especially in de-escalating situations with upset employees. Include examples of phone-based support and remote PC access for IT assistance.
- Highlight technical proficiency: Clearly state your familiarity with Windows and Mac OS, cybersecurity threat reduction, and solving working-from-home connectivity issues independently. Mention any relevant certifications.
- Address remote work requirements: Confirm your ability to work 100% remotely, maintain a quiet workspace, and ensure a stable internet connection. Mention your availability for early shifts (4 AM - 6 PM MST).
Technical preparation
Practice password reset and access granting scenarios.,Master troubleshooting Windows and Mac OS issues.,Familiarize yourself with VPN and remote access tools.,Study cybersecurity attack mitigation techniques.
Behavioral questions
Describe a time you de-escalated an upset employee.,How do you multitask under pressure?,Explain a complex technical issue simply.,How do you solve remote connectivity problems?
Frequently asked questions
- What is the work arrangement for the IT Internal Tech Support Specialist role at Ascendion?
- The IT Internal Tech Support Specialist role at Ascendion is a 100% remote position. You will be required to work from home and need to maintain a separate, quiet room for your work and a stable internet connection.
- What are the typical responsibilities of an IT Internal Tech Support Specialist at Ascendion?
- As an IT Internal Tech Support Specialist, you will handle password resets, software and platform access, software installation and updates, and troubleshoot hardware/software issues on Windows and Mac devices. You'll also provide phone and remote support, address cybersecurity threats, and resolve working-from-home connectivity problems.
- What specific software and tools does an IT Internal Tech Support Specialist at Ascendion need to be familiar with?
- You should be proficient with Teams, Skype, MS Office tools, Team Viewer, Remote Access, VPN, and the Citrix environment. Experience in addressing cybersecurity attacks and reducing threats is also crucial.
- What is the required experience for the IT Internal Tech Support Specialist position at Ascendion?
- Ascendion requires at least 4 years of experience in IT Internal Tech Support. This includes experience with common support tasks and proficiency with various operating systems and remote support tools.
- Does Ascendion offer opportunities for professional development for IT Internal Tech Support Specialists?
- While not explicitly detailed, having certifications in IT support or related fields is listed as a desirable skill, suggesting Ascendion values professional development and may offer opportunities or support for such pursuits.
- What are the shift requirements for the remote IT Internal Tech Support Specialist role at Ascendion?
- The role requires working early shifts between 4 AM and 6 PM MST. This indicates a need for flexibility and availability during these specified hours.
- How does Ascendion handle cybersecurity concerns in the IT Internal Tech Support Specialist role?
- IT Internal Tech Support Specialists at Ascendion are expected to address cybersecurity attacks, quickly reduce threats, and ensure employees can re-establish working processes on their PCs. This involves proactive identification and mitigation of security risks.