Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact.
• Exceptional communication and customer handling skills
• Experience working with ticketing system.
• Strong analytical skills and quality conscious
• Should work in 24/7 rotational shift timing
• Should resolve technical problem (over a phone/Chat or remote systems support)
• Basic Understanding of Windows XP/Win 7.
• Basic Understanding of Email configuration and support on MS office tools.
• VPN troubleshooting and Incident Management.
• Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
• Basic Understanding of Network Concepts
• Basic Understanding of AD
• Basic Understanding of troubleshooting Mobile Devices
• Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Update work logs
• Update the knowledge base
• Coaching fresher’s to be independent
• Coaching analysts for correct routing of tickets, capturing critical information
• Technically upgrade across versions of environment when required
• Adhere to organization policies and procedures
Client : HCL America; This is a Contract-to-Hire role.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Artech is an employer-of-choice for the last 25 years to over 7,500 consultants across the globe. We recruit top-notch talent for over 70 Fortune and Government clients coast-to-coast across the U.S., India, and China. We are #1 Largest Women-Owned IT Staffing Firm in the US and this may be your opportunity to join us! For more check: www.artechinfo.com