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Keywords / Skills : IS Help Desk Technician, Help Desk Engineer, Help Desk , Service desk, Help desk analyst, It help desk, Technical support

0 - 0 years
Posted: 2019-08-05

Technical Support Engineer
Posted On
5th Aug 2019
Job Ref code
Job Description
IS Help Desk Technician
Job Description :

Trimble is recruiting for an Information Systems Help Desk Technician to fill an opportunity in Chennai, India.

Trimble is an exciting, entrepreneurial company, with a history of exceptional growth coupled with a disciplined and strategic focus on being the best. While GPS is at our core, we have grown beyond this technology to embrace other sophisticated positioning technologies and, in doing so; we are changing the way the world works. Our solutions are used in over 140 countries and we have incredibly diverse lines of business.
Our employees represent this diversity and can be found in over 41 countries, working closely with their colleagues around the world. Due to our geographic, product and customer reach, there is plenty of room at Trimble for exceptional people to grow. Come position yourself with an innovative industry leader and position yourself for success.

Job Summary

Responsible for the day-to-day operational activities of Help Desk support covering first line support for all worldwide Trimble offices. Responsible for screening, referring, diagnosing, troubleshooting, and resolving internal inquiries and work requests as they relate to the maintenance and support of personal computers, basic networking, and software applications. Troubleshoot, identify, and resolve problems relating to PCs, Macs, mobile devices, software applications and workstation/network communications interfaces.

Key Responsibilities
  • Attending telephone support requests from worldwide Trimble employees.
  • Maintenance of diagnostic & user information in the Help Desk database.
  • Gather customer information and determine the issue by elevating and analyzing symptoms.
  • Follow standard process and procedures.
  • Resolve user problems independently or in conjunction with other Help Desk staff, and when necessary escalate problems to other IS staff and resources timely and effectively.
  • Responsible for Help Desk ticket response and resolution time.
  • Fulfills ticket requests, completing the transaction, and forwarding the requests.
  • Ensure that any faults associated with desktop computers are remedied in the shortest time possible with the least disruption for the user. This includes system hardware problems, operating system problems, supported application configurations and basic network connectivity issues.
  • Attend meetings with peers, other IS staff, IS management and business group managers and employees in support of end users and the corporate IS infrastructure.
  • Ensure data integrity for fixed asset inventories.
  • Provide input and recommendations to the organization surrounding hardware and software technologies and how these technologies can assist the business being especially proactive with new technologies.
  • Create knowledge base documents.
  • Follow up and make scheduled callbacks with the customer where necessary.

Behavioral Expectations
  • A customer service focus with strong phone skills and strong written communications skills.
  • Exemplary attendance and punctuality.
  • Customer Service: demonstrate the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally. Understand the impact of their work on others.
  • Personable and able to deal with a wide range of customers with different skill levels in a positive and friendly manner.
  • Understand safety policies and actively promote safe practices in the workplace.
  • Maintain constructive relationships and demonstrate respect for everyone contacted.
  • Deal constructively with conflict, focus on the situation, issue or behavior, and not on the person by diffusing situations before conflicts arise. Resolve conflicts by directly and actively promoting and gaining cooperation from others.
  • Consistently provide ideas, opinions, or information in an articulate, professional way.
  • Actively listen to others and demonstrate understanding of other points of view.
  • Willingness and ability to adjust to changing conditions or priorities.
  • Take the initiative to identify and act on problems and lead by example. Consistently make decisions that resolve problems
  • Must have demonstrated track record of excellent customer service delivery.
  • Must have the ability to work successfully with little supervision.
  • Update knowledge by participating educational opportunities.
  • Willing to work on shifts including a night shift.
  • Position requires use of a Headset / Microphones.

Skills & Experience Required
  • Proper phone etiquette
  • Excellent English language skills, both written and verbal.
  • Ability to speak and write clearly and accurately in English. European language is plus.
  • Effective listening skills.
  • Must possess basic knowledge of Dell hardware and all mainstream software applications, including Windows 7, Windows 10, Microsoft Office 2016, Google Apps For Work, macOS, Ubuntu, remote access/control tools, iPhones, Androids, and other basic applications.
  • Must be able to solve problems by exploring alternatives and selecting the appropriate solution.
  • Certification in Windows / Mac / Linux is an added advantage.
  • Demonstrated working knowledge of hardware and networking basics.
  • Able to install, configure, troubleshoot and support Windows /Mac/ Linux clients.
  • Knowledge on electronic equipment, and computer hardware and software, including applications and programming.
  • Intermediate-Advanced knowledge of the Microsoft Office Suites.
  • High level of analytical thinking to solve problems with an understanding of technology as well as an ability to ask the right questions and apply solutions to business problems.
  • Does well with minimal "hands on" training and can pick up new skills quickly and can "take the ball and run with it".
  • Ability to multi-task and can handle frequent interruptions.
  • Can consistently follow protocol and instructions.
  • Can work independently with little management direction.
  • Actively looking for ways to help people.
  • Multilingual ability, specifically writing/reading, in European languages is a plus.
  • Touch Type keyboarding skills required.
  • ITIL certification a plus.

Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity, and data analytics enable customers to improve productivity, quality, safety and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation and logistics.
Trimble is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

Trimble Inc. and its affiliate companies consider applicants on the basis of qualifications and without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.

About Company

Trimble Information Technologies India Private Limited
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