Receive and record technical and/or application support calls from end users
Strong knowledge and working experience of industry standard IT ticketing tools
Record incident progress and resolutions in the tools.
Provide SOP based support Knowledge in Windows Operating Systems and basic networking concepts
Ability to configure and troubleshooting of Windows, MS Office & internet technologies
Ability to handle basic hardware issues, desktops, laptops, printers, scanners, and mobile devices both in person and remotely Strong Problem-solving skills
Willing to work on rotational shifts (24*7 Support). Provide initial assessment of urgency and business impact on all support calls.
Escalate to appropriate supervisor when needed and monitor progress on critical priority tickets.
Follow-up with supervisor to support teams for timely completion of tasks.
Ability to work independently and in a team environment.
Ensuring responses and resolutions to all the incidents and service requests and daily updates and reports
Ability to communicate well with internal and external contacts.
Strong knowledge on ITIL framework
a) Link and Server Monitoring
b) Ticket Logging and Ticket closure
c) Incident Management (L1 Support)
d) Service Management (L1 Support)
e) Change Management (L1 Support)
f) Problem Management (L1 Support)
g) Troubleshooting and Remote Support
h) Application Support (L1 Support) Monitoring of Network devices, Links, Servers, DB related services
Job Types: Full-time, Regular / Permanent
Salary: ₹300,000.00 – ₹500,000.00 per year
Benefits:
Schedule:
Education:
Experience:
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+91 8286308574
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