osbIndia Private Ltd. Looking for Technical Support – L1 at Mahadevapura, Bengaluru, Karnataka Full Time

03/11/21

Experience

2 – 3 years of L1 technical support experience is essential

Qualifications

A technical diploma or engineering degree is essential.

The principal purpose is to provide L1 Support to the end users related to technical IT queries and issues.

Responsibilities

Provide client / IT end users support and technical issue resolution via E-Mail, phone and other electronic medium 24/7/365 days within agreed SLA and standards

Support Clients / Internal Server – Network Infrastructure and coordinate with Service Owners / vendors for issues resolution and reporting

Manage IT ServiceDesk tickets within SLA with minimal functional escalation.

Assess recurring incidents and provide feedback on the accuracy of the Known Errors. Follow standard operating procedures (SOPs), Change Management Processes (CRP) and Problem Handling Procedures (PHP)

Perform Windows (IT) / Core System operational tasks and report (E.g. Backups, Tape Rotation / labelling, VMWare, Antivirus reports etc

Perform operational tasks and business processes

Maintain and manage checklists, standard reports etc

Provide out-of-hours support when required

Create, update document/procedures etc IT operation tasks using OSB / EG standard format in coordination with service owners

Liaise with external suppliers / vendors

Liaise with internal customers

Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.

As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function

Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Qualification

A technical diploma or engineering degree is essential.

Qualification in ITIL is highly desirable

Experience Details

2 – 3 years of L1 technical support experience is essential

Strong English Language skills are essential (both written & verbal)

Experience of working in a Windows/Citrix/VMWare and/or Applications service support role is highly desirable

Knowledge Requirements

Strong knowledge about Desktop support / End user computing / Applications support on Citrix platform/environment is desirable