Support Analyst (Apprenticeship)

Role & responsibilities

This position is office based, primarily responsible to provide technical support to business users in both networked and standalone configurations and helps in resolving technical issues. The support is provided remotely via phone or email and sometimes through instant messaging.

Preferred candidate profile

• Supports business users through remote access software while identifying, researching, and communicating on technical issues and driving them towards resolution
• Operate in 24x7 rotational shifts
• Responds to telephone calls & emails, for technical and functional support. Technical support involves troubleshooting, training, report generation and fault logging of IT systems for end-users of business applications. Functional support includes supporting internal IT teams by providing detailed documentation on tickets, providing access to applications in production environment, helping in processing security forms, submitting application and network performance KPI
• Responsible for meeting defined service level agreement for resolving service requests and incidents (from opening to closure)
• Document, track and monitor issues to ensure timely resolution of service center tickets

Required

• Bachelors degree, preferably in computer science, or equivalent education and experience.
• 0-6 Months of IT support experience and/or call center experience (Windows 10 Support /Linux).
• Good problem-solving skills and attention to detail.
• Excellent communication skills in English language.
• Able to work independently, & willing to work in rotational shifts.

Desired

• Microsoft, Cisco and ITIL certifications.

Knowledge, Skills, Abilities, and Other Characteristics

• Knowledge for Windows 10 OS, Active Directory, MS Office Applications, O365
• Teamwork & Interpersonal skills
• Analytical, problem solving & decision-making skills
• Organizing & planning skills