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Job description:

Job Description

Do

    Excellent communication skills
    Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. 
    Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. 
    Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support 
    Answer incoming calls and respond to customer’s emails in timely manner. 
    Manage and resolve customer complaints. 
    Identify and escalate issues to supervisors as and when needed. 
    Provide product and service information to customers. 
    Research required information using available resources and Offer Solution to customers. 
    Research, identify, and resolve customer complaints using applicable software. 
    Route calls and tickets to appropriate resources and Domains who can best support he user, 
    Document all call information according to standard operating procedures. 
    Recognize, document, and alert the management team of trends in customer calls. 
    Create SOPs for new Issues and resolution given. 
    Complete call logs and reports.

About the Role

Maintain continuous and efficient operation of the applications and servers, guarantee the security of the information in the network with its corresponding support, train and allow to be trained in capabilities documented in IT capability matrix.


What You Will Do

• Break/Fix Activities - Resolve Incidents and Problems associated with End User Computing Devices, provide Break/Fix support, advice and assistance to employees
• Hands & Eyes Support for servers, routers, switches. Basic understanding of networking and ability to support remote network team to troubleshoot devices
• Knowledge of support for Mobile devices, with focus on Android
• Resolve L2 incidents end-user related support for site personnel as escalated by the Central IT Help Desk. Mentor to Junior team members
• Ability to provide remotely support and coordinate with the Central Help Desk (level 1 issues) or assigned to the on-site IT Site Administrator for advanced / on-site issues.
• Provide support to VIP users with excellent communication and adherence to ITIL process.
• Responsible for all back-end IT administration located at the facility,
• Have good communication with all other Corporate Information Technology personnel to ensure standardization and compliance between sites.
• Work closely with Corporate Information Technology department to identify and address facility related technology requirements.
• Provide device installation, initial instructions on hardware/software and problem resolution.
• Provide excellent customer support for Desktops, laptops, mobile and printers. Such devices will be supported through in-warranty support from local vendors or using available spares, or in event of non-warranty replacement, through a local OEM.
• Supporting offshore team of engineers and team activities

What You Need

• 3-5 years of experience supporting companies with more than 30 physical and virtual Windows servers
• 3-5 years of experience negotiating with suppliers
• Professional career initiated or finished related to information technologies
• Ability to collaborate with a diverse, globally distributed team, to manage multiple, simultaneous, fast-paced projects, learn quickly and comprehend many technical and business concepts

What is must have

• Problem solving skills.
• Technical Certifications 

What Makes You Eligible

• Fluent English verbal and written communication.
• Be willing to travel between sites domestically.
• Successfully complete a background investigation and drug screen as a condition of employment
• Be willing to work from office on all working days.