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