About this role
Primary skills
- 2-4 years of call taking profile with core Help Desk Skills
- Experienced in Incident Management
- Basic Understanding of the Enterprise IT Infra set up
- Basic knowledge on Active Directory.
- 2+ years’ experience supporting wide multiple versions of operating system
- Basic O365 Administration using Office365 Admin Console.
- Strong writing and documentation skills a must including being able to train other Engineers as and when required.
- Good knowledge on trouble shooting email client issues like Outlook.
- Excellent Hardware and software troubleshooting skills
- Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
- Fluent in English, in both oral and written communication
- Good knowledge in Utility software technical knowledge such as Antivirus and others.
- 24x7 Rotational Shift, ability to work from office is preferred, location will be city with Yash Office. Desirable Skills
- Able to understand the email flow issues internal & external
- End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
- Demonstrate a high level of customer relationship skills which includes email etiquette.
- Good Communication skills, follow up skills, Willingness to work in rotational shifts
- Remote troubleshooting Role and
Responsibilities
- Primary contact point for end users via phone/Chat/self-service tickets.
- Qualify and Open tickets for remediation of events.
- Triage Tickets to respective teams.
- Regular update and follow up on tickets in the queue
- Follow up tickets till closure.
- Ability to manage a variety of technically complicated tasks effectively
- Experience in Remote support and troubleshooting skills.
- Understanding of Basics Hardware accessories / devices and peripherals
- Should be flexible for rotational shifts
- Excellent oral and written communications skills
- Exposure in practicing ITIL standards for Infrastructure management
Qualifications and Education Requirements
- A Bachelor’s / master’s degree in computer engineering, Information Technology
- ITIL V4 Foundation training or certification
- Knowledge and experience using OS like windows, Mac and Linux
- Working knowledge of MS Office (PPT, Excel, Word)
- Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply Preferred Skills
- Certification – ITIL V4, Modern Desktop administrator (MD 103) Behavioral Attributes
- Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets
- Excellent problem solving / troubleshooting skills
- Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations within stipulated time
- Explains ideas clearly and logically to others and is attentive in interactions
- Identifies the target audience for communication and carefully listens to their opinions and feedback
- Ability to work in Teams