Desktop Technician

JOB DESCRIPTION
Title: Desktop Technician I
Location: Bengaluru, India

The role of the Desktop Technician is to provide the first line of technical support for all staff in Mouser Electronics. The Desktop Technician is responsible for routing and/or resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The technician will be required to provide services through e-mail, phone, chat, in person (for walk-in users) and remote assistance.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
• Diagnose and resolve software and hardware related incidents, including operating systems (Windows and Mac) and across a range of software applications
• Assist all users with any logged IT related incident when called upon
• Accurately record, update and document requests using the IT service desk system
• Escalate incidents and requests to other support teams as necessary
• Install and configure new IT equipment
• Perform software and hardware upgrades
• Support printers, copiers, and scanners
• Maintain good verbal communication skills; communicate effectively with technical and non- technical colleagues at all levels in the organization
• Attend internal training as necessary to keep up to date with the latest technology and internal processes(system)
• Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed
• Work within the relevant legislation, policies, and procedures

SKILLS & CERTIFICATIONS
• Working knowledge of Microsoft Windows and Mac client operating systems
• Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN
• Knowledge of printers, scanners, and copiers
• Knowledge of networking systems
• Excellent IT skills and computer literacy
• General hardware and software troubleshooting skills
• Able to communicate effectively in a professional manner on the phone, in writing and in person
• Able to prioritize, manage and perform under pressure to meet SLA's
• Knowledge and adherence of customer service best practices

EDUCATION & EXPERIENCE
• Bachelor's degree in Computer Science
• Previous experience of working