JOB DESCRIPTION

Experience working in a service based industry is a plus but not mandatory Experience managing a customer directly Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Route problems to internal 2nd and 3rd level IT support staff Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,

• Provides advanced expertise and knowledge in complex area of specialization. Outlines specific objectives and processes that are focused on generating innovative solutions to business problems.
• Participates in functional and cross functional teams to meet objectives, improve processes, and improve stakeholder satisfaction.
• Creates formal networks involving coordination among groups. May be an influencer with both internal and external groups.
• Outlines specific objectives and processes that are focused on generating innovative solutions to critical business problems.
• Implements innovative processes or changes that support the goals of the function or department.
• Develops and submits ideas which support the achievement of innovative goals.
• May have oversight over projects and/or processes.
• May or may not have direct reports.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift

Work Location: One location

Speak with the employer
+91 7272167989

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