Job Description & How to Apply Below
Ticketing Systems, Windows Troubleshooting, Active Directory, ITIL, Office 365, Network Troubleshooting, end user, Service Desk,
Certifications
ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud/Technology related certificates
Experience
3 - 5 years
Responsibilities (includes All Tasks)
Receive IT support requests via various support channels such as email, phone and Teams and log them in the ticketing system
Logging, Handling and Resolving the tickets in ticketing system.
Handle L1 tickets, troubleshoot and diagnose IT problems, identify root causes, and implement solutions with low MTTR
Responding in a timely manner to technical issues and requests with high quality to meet Response SLA.
Installing and configuring computer hardware, software, systems, networks, printers and scanners for end users
User access management
Analyze, diagnose and troubleshoot issues and malfunctions with hardware and software.
Excellent problem-solving and analytical skills
The ability to break down technological processes and deliver clear, step-by-step instructions to users.
Provide professional support to VIP users.
Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices
Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency
Work with the team to provide high quality IT services to the users.
Manage tickets as ITIL process efficiently as per defined SLA
Routing tickets in ITSM tool for efficient ticket management and timely resolution
Technical Skills /Competencies
MANDATORY
Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
Basic networking experience
Comprehensive experience in OS systems.
Proven experience in ticketing systems - BMC Remedy and Manage Engine ITSM preferred
ITIL V3 Foundation certified
Soft Skills
MANDATORY
Excellent communication skills, both written and verbal
Time Management
Attention to details
Patience
Work under pressure
Multitask Management
Analytical & Problem-solving skills
Teamwork
Flexible to work in Shifts and On-call
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