Administrator - Service Desk

2 - 6 years

0 Lacs

Posted:11 hours ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

As a Technical Support Specialist, you will be responsible for handling incoming calls, emails, and chats from end users, which may require working on rotational shifts. Your key responsibilities will include: - Comprehending end users from international locations over the phone - Recording, classifying, and prioritizing tickets - Providing initial support and troubleshooting based on Knowledge Base articles - Taking remote control of end users" machines if required for troubleshooting - Routing requests to appropriate support groups or third-party suppliers when tickets are not resolved during initial support - Monitoring the status and documenting progress towards the resolution of all open tickets - Keeping affected users informed about the progress - Confirming resolution and closing tickets within the SLA Your technical skills should include: - Basic troubleshooting on different versions of Windows OS (e.g., Windows XP, Windows 7, Windows 10, Windows 11) - Understanding of desktop applications, installation, and uninstallation - Supporting users in business applications based on SOPs - Troubleshooting desktop/applications remotely - Disk management, disk encryption, wireless configuration - Checking utilization and availability, start-up and shut-down services following SOPs - Installing and configuring email clients, troubleshooting connectivity issues In addition, you should have technical understanding of native backup management tools, providing SOP-based support for configuring and troubleshooting backup-related issues, and basic networking knowledge. Desired Skills: - Basic understanding of virtual infrastructure and Cloud (AWS, Azure, and Google Cloud) Qualifications Required: - Education Qualification: Diploma - Certification Mandatory/Desirable: Technology IT Certifications (HDI Certification, ITIL Foundation) Location: India - Gurugram Please note that the above job description is for a Technical Support Specialist position located in Gurugram, India.,

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Microland

Information Technology & Services

Chennai

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