Responsibilities :
Technical Support skills,Active Directory, ServiceNow Tool,Voice process,International Voice process, Outlook, Microsoft 365 Troubleshooting
- Strong communication skills, oral and written.
- Respond to requests for technical assistance by phone, email, chat.
- Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams.
- Knowledge on Service Now ticketing tool
- Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave.
- Escalate problems (when required) to the appropriate teams.
- Maintain hygiene in ticket documentation, category selection and overall ticket quality.
- Identify and learn appropriate software and hardware used and supported by the firm.
- Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs.
- 2-4 years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones.
- n depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them.
- Understanding on Active Directory, Networking, Messaging and Hardware necessary.
- Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365. Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service.
- Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom. Incident Management knowledge, experience with Turrets will be added advantage.
- Flexibility to work in rotational shifts
