Helpdesk specialist
Job Summary
Technical Support Specialist is responsible for technical support and administrative activities associated with multiple client locations. It requires broad technical knowledge and a customer-focused attitude, as well as exceptional communication skills, both written and verbal. The position is highly independent and requires exercising one’s own analysis and judgment in resolving issues and a high level of collaboration with people at all levels of the organization.
Essential Functions
· Consult with end-users to determine hardware, software, and system needs across a range of services, including but not limited to computers, mobile devices, displays, printers/copiers, wireless services, and security
· Monitor network systems using applications available during all work hours
· Assist in local and wide area network support including work with switches, hubs, and routers (wired and wireless) as well as potentially the overall management of these devices
· Assist with internal/external network troubleshooting including carrier or provider connections
· Responsible for receiving and logging all requests for support and problem reports, and referring service requests to the appropriate person/business unit for resolution
· Enter requests into ITSM application and files supporting documentation and monitor daily progress of resolution of items from initial receipt until ultimate resolution, ensuring that the end user is kept informed of status on critical problems, order status, etc.
· Learn and understand client processes and system needs and recommend improvement in workflow
· Implement technology applicable to the desktop environment inclusive of the architecture and design pre-implementation, product installation and operation, as well as on-going support
· Participate in analysis, design and development of various efforts to improve or upgrade the existing remote environment (network upgrades, desktop upgrades, etc.)
· Facilitate printer support adds, moves, changes, and issues at community commercial leasing offices and regional offices. Coordinate with end users to determine onsite needs and scope equipment to accommodate based on developed standards and technology lifecycles
· Evaluation of emerging technologies for technical advancement throughout IT
· Assist in resolution of server issues at regional offices (reboots, basic trouble shooting, etc.).
· Assist in resolution of basic business application issues and questions
· Assist with security as necessary for new user setup, transfers, and terminations
· Leverage client’s software and tools to facilitate the support of end users or devices
· Assist in password management, user or device resets, etc.
· Maintain records /inventory of site information, devices, hardware/software, etc.
· Coordinate with vendors on contract negotiations, invoicing, etc.
· Follow company and departmental policies and procedures
· Deliver a high level of customer service in a high-volume environment
· Constantly communicate with clients on items assigned and meet their expectations
· Continuously work to improve key competencies and product knowledge
· Report weekly to the supervisor as to status of open items and projects
· Coordinate and work effectively in team driven environment with staff members across the organization
· Participate in analysis, design and development of various efforts to improve or upgrade the existing remote environment (network upgrades, desktop upgrades, etc.)
Requirements
· Bachelor’s degree or equivalent experience and training preferred. or equivalent experience and technical training: Cisco CCNA or CompTIA Network+Technical training in desktop hardware and enterprise software support, and client support connecting to the network.
· 3-5 years of related experience in Technology
· Experience with Microsoft and ITSM software; certifications preferred
· Proven multi-tasking, communication, and organizational skills
· Must have a self-starter approach with the ability to work with minimal direct supervision
· Proficiency in Microsoft Office Suite including Word, Excel & Outlook
· Excellent written and verbal communication skills
· Comfortable with night shift only
Job Type: Full-time
Salary: ₹500,000.00 – ₹700,000.00 per year
Benefits:
Schedule:
Supplemental Pay:
COVID-19 considerations:
As Per Govt Norms.
Ability to commute/relocate:
Education:
Experience:
License/Certification:
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