• Technical Proficiency: Knowledge of IT systems, hardware, software, and troubleshooting methodologies
• 1-6 Yrs of experience in Service Desk/Technical Support - L1/L2/Desktop Support
• Experience supporting LANs, PC operating systems and desktop software
• Experience using a variety of PC software including Microsoft Office Suite,
• Experience in PC Hardware configuration
• Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
• Knowledge and understanding of end user requirements
• Adherence to workflow best practices: attention to detail, thoroughness, and follow-through.

• Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
• Follow-up/ update ticket for every call to ensure timely closure.
• Call ownership, drive to resolution and communication with customer.
• Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
• Telephonic support / Teams call (Majority) to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
• Proactive monitoring & Perform documented Escalation process.
• Troubleshooting on Application Support (Off Shelf or Customized)
• Troubleshooting on Printers & MFDs
• Troubleshooting on VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote-Control tools
• Troubleshooting of MS Windows & Office, Desktops, Laptops, Phones, Peripherals and Networking
• Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
• Keep Users regularly updated with Alerts advising of any new or changed information.
• Excellent customer management and service skills; interpersonal skills; analytical and problem-solving skills.
• Be willing to take on additional responsibilities and learning opportunities as they come up
• User Guidance: Offer guidance to users on using software applications, systems, and IT policies
• Maintenance and Upgrades: Perform routine maintenance tasks, such as system updates, installations, and configurations
• Continuous Improvement: Contribute ideas for improving processes, systems, or user experiences within the service desk
• Providing Onsite & Remote Technical Support to Users.
• Should be confident while coordination with customers.
• To manage the incoming ticket queries and resolve them.
• Ability to work efficiently as a team member.
• Provide Technical Support for Office 365, User management etc.
• Provide End user support for Windows 10, 11 MS Office, One Drive, MacOS, Printers and related technologies.
• Perform and maintain user provisioning and de-provisioning tasks.
• Learn the latest Microsoft Cloud technologies and provide solutions with using latest technologies
• Learn Ticket management tools, internal/external communication, and processes to deliver top quality service.

Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.