Roles ·Address user tickets regarding hardware, software and networking · Walk customers through installing applications and computer peripherals · Ask targeted questions to diagnose problems · Guide users with simple, step-by-step instructions · Conduct remote troubleshooting · Test alternative pathways until you resolve an issue · Customize desktop applications to meet user needs · Record technical issues and solutions in logs · Direct unresolved issues to the next level of support personnel · Follow up with clients to ensure their systems are functional · Report customer feedback and potential product requests · Help create technical documentation and manuals Skills · Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role · Hands-on experience with Windows/Linux/Mac OS environments · Working knowledge of office automation products and computer peripherals, like printers and scanners · Knowledge of network security practices and anti-virus programs · Ability to perform remote troubleshooting and provide clear instructions · Excellent problem-solving and multitasking skills · Customer-oriented attitude · BSc in Computer Science or relevant field Persona 1. Preferred Industry would be IT, Start-up, Service based organizations. 2. 3-4 years of Desktop Support Engineer, Technical Support Engineer or similar role 3. Any certifications are a plus 4. Excellent communication skills