Helpdesk Engineer (3802) in Chennai at Mr. Cooper

Date Posted: 7/26/2018

Job Snapshot

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Job Description

Ready to be a Cooper too? This might just be right up your alley!

1. Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.

2. Provide information on IT processes, general how-to queries and known outages.

3. When a problem is reported, the Help Desk Analyst must analyze the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.

4. Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.

5. Follow-up with Level 2 support teams for timely completion of tasks.

6. This job role requires candidates to provide IT support on inbound calls, web tickets and chat. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week.


1.Thorough knowledge of Windows XP, Windows 7/8/8.1 Operating System.

2.Experience in administration of a LAN environment

3. Experience in Administration utilising Active Directory and Group Policy  

4. Good working knowledge of Windows, MS Office 2010 & internet technologies.

5. Basic networking concepts, troubleshooting LAN/remote access problems.

6. Expertise in configuring and troubleshooting MS Outlook 2007 or later

7. Troubleshooting of applications such as Webex, Citrix.

8. Ability and willingness to learn quickly, keep knowledge current..


1. High proficiency in English grammar, vocabulary and sentence structure.

2. Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers.

3. Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice and confident tone.

4. Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker.

5. Proven ability to communicate with senior management.


1. Telephone etiquette - basic call handling skills.

2. Customer service skills (persuasion, empathy, helpfulness & positive attitude)

3. Good business communication skills (e-mail)

Basic Qualifications:
Graduate. Technical diploma is preferred, but not mandatory.. Minimum 2 years’ experience in a technical support role.. Experience in a technical, voice-based process will be an advantage. Excellent communication. Ready to work in Night shifts

Job Requisition ID:


Job Category:

Information Technology

Primary Location City:


Primary Location Region:

Tamil Nadu

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Primary Location Country:


Posting Organization:

Mr. Cooper

Line of Business:


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