Conneqt Business Solutions Limited Looking for Technical Support Executive at Bengaluru, Karnataka Full Time

Position Summary

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.

Required skill set

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, Andrioid, 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

Desired Experience

• Prior work experience in any Google process

• Worked for Google Cloud Platform or G suite or Google workspace processes in any capacity

• Any cloud certification will be an added advantage

• Google Workspace or G-suite Administration Specialization certificate will be an added advantage , candidates will have better chances to move to next round

• Prior troubleshooting experience in product support specifically for business collaboration tools

• Candidates from direct competition ( Workplace from Facebook, Microsoft collaboration tools ,Drop Box , Libreoffice , Apache open office and others) will be given priority

• Good knowledge of google products and services example – Google Search , Google Maps, Google Cloud, Chrome, YouTube, Gmail, Google AdSense. Google Drive. Google Pixel, Google Public DNS, Google News, Google +, Google news and Google docs etc.

Time Management Skills

• Being proactive and show the utmost respect for customer’s time

• Good time management, ensuring all contacts with customers add value

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.

Skills & Knowledge

• Communicate at all levels

• Ability to work across organizational and professional boundaries

• Excellent verbal and written communication skills

• High level of interpersonal skills, including active listening and understanding

• Good organizational skills and ability to prioritize workloads.

• Work to tight deadlines / service levels

• Broad knowledge of IT products, services and terminology

Aptitudes

• Identification of problems and solutions

• Presentation of technical functionality to a non-technical audience

• Working knowledge of MS Office products

• General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.

Job duties and 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

Education and other requirement

• BCA/BTECH/MCA/BE- Computer Science

• Willingness to work in rotational shifts

• Flexible with Weekly Offs

Job Type: Full-time

Salary: ₹28,000.00 – ₹32,000.00 per month

Day range:

• Monday to Friday
• Weekend availability
• Weekend only

Shift:

• Day shift
• Evening shift
• Fixed shift
• Flexible shift
• Morning shift
• Night shift
• Rotational shift
• UK shift
• US shift

Ability to commute/relocate:

• Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Education:

Experience:

• Technical support: 1 year (Preferred)
• total work: 3 years (Preferred)

Language:

Speak with the employer
+91 9611509341