Overview About Us Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We are a global product and services company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and optimize agent performance. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive! We are looking to hire a skilled Desktop Support Engineer to assist our clients with computer hardware and software issues. You will be required to work on-site in Pune, India and assist with hardware installations, software upgrades, systems integrations, and resolve complex IT-related issues. Responsibilities ● Troubleshooting hardware and software issues raised. ● Installing and maintaining hardware and computer peripherals. ● Installing and upgrading operating systems and computer software as needed by the client. ● Implementing site-wide solutions as determined by the client and/or management. ● Troubleshooting networking and connection issues. ● Advising on software or hardware upgrades. ● Providing basic training in computer operation and management. ● Responding to client support requests. ● Contacting users to find out the nature of the problem. ● Delivering relevant and correct technical support on a case-by-case basis. ● Coordinating on-site outages to necessary groups or third parties. ● Properly prioritizes and escalates unresolved queries as required to ensure customer satisfaction. ● Deploying tech tools as needed by the client and/or organization. ● Be the main point of contact for any IT issues reported on-site. Qualifications ● Bachelor’s Degree in Information Technology or Computer Science, or any related field (e.g. Computer Engineering) ● Three or more years of Desktop Support experience (hardware, software, network and related technologies) ● Advanced knowledge of computer hardware systems, chipsets, memory modules and peripherals. ● Knowledge of popular operating systems, software applications and remote connection systems. ● Ability to solve complex hardware and software issues. ● Experience in handling a global service center and operations. ● Must be willing to work on a shifting schedule (dictated by client needs). ● Experience in supporting Windows Desktop, Virtual Desktops, MAC and notebook computers ● Familiarity with ITIL ● Familiarity with Cloud Computing ● A proactive thinker with the ability to anticipate problems, troubleshoot and proactively resolve them ● Good verbal and written communication skills ● Good customer service, relational and can interact with various people at different levels in the organization ● Ability to manage high-stress situations calmly and effectively. ● Strong attention to detail and well organized.