Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. 

Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.  

Skills

• Active Listening
• Attention to detail
• Analytical skills
• Analytical and Critical Thinking
• IMAP
• POP
• SMTP
• DNS
• DKIM
• DMARC
• SSON
• API

Requirements

• Job Role IT Support - Other
• Job Type Full Time
• Workplace Type Onsite
• Industry Information Technology

Secondary locations

About

Not provided

Responsibilities

●       To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.

●        Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.

●       Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit and within agreed processes

●       To participate in an on call Rota, providing a 24 hours, first line support service to users.

●       To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e-mail.

●       Update incidents with detailed and relevant information in a timely and effective manner;

●       Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;

●       Escalate an incident or troubleshoot tickets according to the company escalation processes;

●       Ensure Customer Service Level Agreements are met or exceeded;

●       Respond to customer enquiries in a timely and efficient manner;

●       Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format

●       Execute transactions as per prescribed guidelines and timelines

●       Ensure customer/user confidentiality and data protection at all times 

Other Requirements

●       BCA/BTECH/MCA/BE- Computer Science

●       Willingness to work in rotational shifts

●       24X7 operations

●       Flexible with Weekly Offs 

Analytical and Problem solving skills

●       Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues

●       Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues

●       Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently

●       Display ownership and accountability

o   Quickly build trust and confidence with customer

o   Own and resolve customer issues efficiently, effectively and empathetically 

Mandatory requirement for experienced candidates: 

●       12-18 months’ work experience in Service Desk/ Tech support process / Cloud Computing Process

●       Excellent communication skills – C1 equivalent proficiency

●       Basic knowledge of cloud computing and types of cloud computing

●       Basic Knowledge of Mail server settings – IMAP , POP and SMTP

●       Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System) , DKIM and DMARC

●       Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAME

●       Experience in working on Active Directory

●       Basic knowledge of Internet Protocols – LDAP (Lightweight Directory Access Protocol )

●       Basic knowledge if SSON (Single Sign On)

●       Basic knowledge of API (Application-Programming Interface)

●       Intermediate knowledge of Prevention of Spam, Phishing and Malware

●       Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)

●       Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business

●       Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.

●       Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions

●       Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.

●       Basic networking knowledge

Communication & Relationships Skills

●       To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.  

●       Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards. 

Good to have

Not provided

About the Company

A System integration and total IT solutions provider with a global service delivery out reach.