Overview
Title Associate L2 Skills (must have)
- B. Tech or other graduation in Information and technology degree is must.
- Team handling experience is a must.
- ITIL process knowledge
- MCP certification
- 24/7 environment support model.
- Minimum 3 years’ experience in information technology or technical support
- Good understanding of software/hardware platforms, OS, Network and voice infrastructure
- Working knowledge of security software options and functionality preferred
- Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills.
- Familiarity with remote desktop applications and help desk software (eg. Bomgar)
- Ability to work in fast paced self-directed environment Extensive familiarity with Windows operating systems and MS Office products Skills (good to have)
- ServiceNow knowledge
- Good at handling Escalations (1 year relevant exp)
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Must be self-motivator and self-starter.
- Exceptional listening and analytical skills
- Additional certification in Microsoft, Cisco or similar technologies is a plus •Good hands on exp on Excel. Ability to analyse the services trends. (Ability to main customer satisfaction) Responsibilities
- Taking ownership of customer issues reported and seeing problems through to resolution
- Asking customers specific questions for quickly understanding the root of problems
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ensure all issues are properly logged and tracked till closure.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prioritizing and managing several unresolved problems at the same time
- Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved
- Document technical knowledge and updates in the form of IT/Customer notes in ticket.
