Hiring For Technical Support Associate(International Voice)

Role: TECHNICAL SUPPORT ASSOCIATE

• Ability to work in 24*7 environment, this is a must

• First Point of Contact for users to report Technical issues

• Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups.

• First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups.

• Ensure reported issues are responded and addressed as per the defined SLA timelines

• To work towards effective and timely resolution of issues.

• Document the Learnings and contribute Knowledge Articles

• Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution

. • Document detailed and accurate notes, record them on ITSM tool

Technical Skill set

• Voice Call Handling: excellent knowledge of handing voice calls and multitasking.

• Email Communication: professional email writing skills.

• Chat Communication: professional chat writing skills and multitasking

• Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.

• Exchange: Knowledge on functioning and configuration of Microsoft Exchange client. AD: Knowledge on - Active directory, Proxy, DNS, Group Policy. Network: Knowledge on LAN setup, basic routing and switching, passive networking. Desktop Security: Knowledge on Antivirus deployment and update, patch management, monitoring and reporting. Desktop, Laptop, Handheld devices: Knowledge on build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.

• Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc

• Printers: Hands on experience on managing printers (Local & Network printers) - Lex

• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools

• ITIL: Knowledge of ITIL processes and procedures

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• A+: knowledge of A+ processes and procedures.

• KM: Knowledge management understanding, review & create new knowledge articles.

• MS Office: Good / excellent knowledge for support of MS Office and standard software

Contact Details:

BAHADURPALLY LOCATION : PLS COME FOR WALKIN mention MARINA on resume without fail

INTERVIEW TIME: 11:00 AM TO 12:00 PM (MONDAY TO FRIDAY)

INTERVIEW MODE : WALKIN ONLY

Bring 2 copies of Resume

INTERVIEW LOCATION: Survey no 62.TMTC SEZ, 1A, Qutubullapur mandal,bahadurpally,hyderabad telangana 500043

Share your CV in PDF format both freshers & Experience at 8309307880

Technical Knowledge & Experience is must as per the Job Description shared.