Help Desk -L1

Experience

1-3 Years

Salary

Confidential

Location

Telangana-Hyderabad
Posted - 116 days ago
Applications - 2
Vacancies- 6
Job Description

Man the support helpline and take calls/chats coming in from end-customers to understand the issues being faced and document the same in the ticketing systems.

o Monitor incoming mails and auto-ticketing tools and ensure timely response and resolution to customers.

o Monitor customer infrastructure components like servers, networks, firewalls using monitoring tools as part of the NOC team.

o Ensure that effective follow-up communication via mail and phone is delivered to keep customer aware of the developments on his/her reported issue.

o Develop strong working relationships with on-site engineers and work together as a single team.

o Provide FCR to customer areas in as many of the following technical areas as possible:

§ OS Installations, driver issues, printer issues

§ Mobile device management

§ Software installations, customer specific application issues

§ Grant/revoke access to infrastructure devices/services, applications

§ Network access, internet access, DNS, DHCP issues

§ Storage issues, backup and restore issues

§ Anti-virus and other endpoint system management issues

§ User account creation, management, basic AD issues, license management

§ Office 365, Exchange e-mail client management

§ Desktop & laptop hardware issues

§ Parts ordering and asset tracking

§ Patch management of desktops and servers

 

Essential Attributes and Skills Needed:

 

• Excellent customer facing skills with fluency in written and spoken English.

• Bachelor’s degree in Science or higher. (B.E/B.Tech preferred).

• MCSE/CCNA preferred.

• Practical knowledge of the deliverables listed above is expected.

• Ability to quickly scale up and learn technologies outside of core areas of expertise.

• Proven experience of effectively handling customer dissatisfaction.

• Understanding of ITIL concepts and processes.

• Basic understanding of virtualization technologies is an added advantage.

• Ability to work US EST/PST business hours on rotational basis.

Designation

Help Desk -L1

Key Skills
Backup and RecoveryCCNACustomer EngagementCustomer HandlingData Backup and RecoveryDesktop EngineeringDesktop Support EngineerDHCPDNSDNS ServerHelp DeskHelp Desk ManagementITIL CertificationL1 Technical SupportMicrosoft OfficeTechnical Support
Industry

IT Services and consulting

Functional Area

IT Services

Employment Type

Full Time

Education

Graduation/Diploma

Job Type

Work From Office

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