Who are we?
Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our 28,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.3 billion in fiscal 2021. For more information, visit Amdocs at www.amdocs.com
In one sentence
The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.
What will your job look like?
You will serve as the first point of contact for customers seeking technical assistance over the phone, Chat, tickets and Emails
You will be responsible for troubleshooting Laptop/desktop environments running Microsoft Windows operating systems
You will perform Remote Troubleshooting through diagnostic techniques and pertinent questions
You will provide accurate information on Amdocs IT products & services
You will perform a complete incident management by doing ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
You will determine the best solution based on the issue and details provided by customers
You will walk the customer through the problem-solving process
You will record events and problems and their resolution in logs
You will follow-up and update customer status and information
All you need is…
Bachelor’s degree in Science/IT/Computer Science or equivalent
Should have minimum 1 to 2.5 years of technical support experience
Knowledge to remote support tools like Windows Messenger, RDP, Etc.
Must to have skills- PC hardware, Software Installation, Windows operating systems, Networking basics, Active Directory basics, Browsers & Outlook troubleshooting, VPN, Active Sync Microsoft 365, Skype, Office 365 etc.
Excellent Communication skills(MANDATORY)
CANDIDATE SHOULD BE FLEXIBLE FOR 24*7 SHIFT OR ROTATIONAL SHIFTS
Why you will love this job:
Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce
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