ARA Resources Looking for Technical support SD-L3 at Hyderabad, Telangana Full Time

Job Description

About The Company:
ARA’s client is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain, and process expertise. The accolades it has been garnering can be attributed to their undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of their esteemed customers. They have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings

The Role:
Technical Support Service Desk – L3

Key Responsibilities:
Handles contacts from one or more lines of business.

May serve as a resource to less experienced staff.

May provide on-the-job training.

Resolves most complex technical issues without additional assistance.

Contributes to knowledge management enrichment.

At direction of manager, may assist in training and business development projects.

Handles contacts from one or more lines of business.

May serve as a resource to less experienced staff.

May provide on-the-job training.

Resolves most complex technical issues without additional assistance.

Contributes to knowledge management enrichment.

At direction of manager, may assist in training and business development projects.

Recognizes the opportunity for efficiency gains through relationships with both internal and external Partners by escalating to management for further action.

Acts upon opportunities to update the knowledge base.

Shares information with team and other support partners

Proactively seeks information about our customers, partners and internal areas within TC.

Takes information from LOB team members and works to educate team on the issues they face

Demonstrates an in-depth understanding of the computer systems and processes needed to perform work

Builds a reputation as a recognized expert and support resource in a specific line of support.

Submits requests to update knowledge base as needed.

May train others in new technology

Identifies possible alternative solutions for problems, escalates solution for approval, helps to document and submit to knowledge base

Identifies problem trends and escalates appropriately

Skills Required:
2-3 years of Technical/Desktop Support experience within a busy, high volume call environment

Basic understanding of Virtual Desktop

Experience performing remote support

Strong communication skills; Excellent English (Written and spoken)

Is understanding of and sympathetic to client requirements

Enterprises Mobility implementation and troubleshooting (iPhone, iPad’s and Blackberry devices)

Qualifications & Experience:
ITIL/HDI Training/Certification

Graduate or 2-year degree or equivalent combination of education and work experience

1 – 2 years of Technical/Desktop Support experience within a busy, high volume call environment

Proven track record in a desktop technical support environment

Strong communication skills; Excellent English (Written and spoken)

Strong customer service, analytical, and problem resolution skills

Required Skills

Business Process Outsourcing BPO, Communication Skills, Customer Service, Problem Resolution, ITIL, Remote Support, Troubleshooting, Technical support, Service Desk L3, Service – Now. Hardware Competencies CISCO Routers / Switches / Wireless

Educational Qualification

Any Graduate

Jan 24, 2023

Pay Rate

500000 – 550000 INR Per Annum

1 – 5 Years Exp.

1 Vacancy