IT Desktop Support Engineer

Multiple locations for the project: Manhattan (NY), Helios (Houston), 30 SW (Chicago).

Responsibilities:
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Provide smart hand support whenever possible or ask for.
Perform troubleshooting through diagnostic techniques and pertinent questions

Troubleshooting Wired, Wireless and VPN Network Active Directory and Office applications.

Providing Desktop support to end users relating MS-Outlook, Application, Network/Local Printer, Backup, desktop/laptop troubleshooting and many more.
Installation and troubleshooting Desktop/Laptop's Operating System.
Providing Application support to end users on applications.
Manage Data Backup of all users.
Handling escalated issues and routed to the next level for assistance.
Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements in procedures

Requirements:
Bachelor of Engineering - Computer Science, Bachelor of Technology - Computer Science, Master of Computer Applications
An ITIL qualification is preferable but not essential. MCP certification would be desirable

Knowledge of the ServiceNow tool would be desirable
Knowledge of Active Directory and DHCP, DNS.
Proven experience as a help desk technician or other customer support role (4+years of experience)
Tech savvy with working knowledge of office automation products, databases, and remote control
Good understanding of computer systems, mobile devices, and other tech products

Ability to diagnose and resolve basic technical issues
Proficiency in English and excellent in communication skills
Customer-oriented and cool-tempered
We need to set up a support mechanism for bp T&S IT support.