Optum Looking for Associate Technical Support Analyst II – Hyderabad, TG at Hyderabad, Telangana Full Time

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that’s improving the lives of millions. Here, innovation isn’t about another gadget, it’s about making health care data available wherever and whenever people need it, safely and reliably. There’s no room for error. Join us and start doing your life’s best work.(sm)

As a Tech Support Analyst you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support.

Primary Responsibilities:
Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment

Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed

Follow all escalation procedures according to service level agreement

Use remote control tool to assist end users when needed

Provide an accurate record of each call in incident management tracking tool

Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function

Act as a technical resource to others to resolve problems, issues, errors or related

Anticipate customer needs and proactively identifies solutions

Plan, prioritize, organize and complete work to meet established objectives

Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:
Bachelor’s Degree or higher level of education

5 or more years of experience with PC operating systems including Windows 7, 10

4 or more years of experience in a customer service role

4 or more years of Technology Support experience

3 – 5 years of experience in L1 or L2 Technical Support or Desktop Support

Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)

Experience with MS Office (including Word, Excel and PowerPoint)

Hands-on experience in supporting macOS

Hands-on experience in supporting Citrix & VDI

Knowledge of troubleshoot and resolve Incidents / problems within agreed service levels and quality metrics

Knowledge of Deployment and support of Hardware and Software Assets

Ability to escalate unresolved issues to 3rd line support staff or external vendors in a timely fashion and provide updates to both End user and Supervisor

Ability to provide Remote or Desk side support to end user where applicable

Ability to provide advice to clients on how to utilize IT more efficiently and effectively

Ability to work on ServiceNow

Ability to participate in Internal projects of Department

Preferred Qualifications:
Information Technology Certifications

Microsoft Certified Systems Engineer (MCSE)

Microsoft MCPs or MCSE

ITIL Foundation Certification

Good communication and presentation skills

Careers with Optum. Here’s the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work.(sm)