Technical Helpdesk Executive

Atria Convergence Technologies (ACT)

2 - 7 years

2 - 4 Lacs

hyderabad

Posted:17 hours ago| Platform:

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Skills Required

lan configuration vpn configuration ip configuration software troubleshooting communication skills network installation router configuration network troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities

Serve as the primary point of contact for customers and internal users experiencing technical issues with telecom products and services.
Diagnose and troubleshoot hardware, software, and network connectivity problems related to voice/PBX, mobile devices, and other telecommunications equipment.
Provide step-by-step guidance and solutions to users, often through remote assistance, email, or chat.
Escalate complex or unresolved issues to higher-level technical support teams or specialists.
Log, track, and maintain accurate records of all support interactions, incidents, and resolutions in a service desk system.
Ensure adherence to established Service Level Agreements (SLAs) by resolving issues within the required timeframe.
Follow up with customers to ensure that their issues are fully resolved and that they are satisfied with the support provided.
Maintain a knowledge base of common issues and resolutions and contribute to improving support procedures.
Monitor network performance and contribute to the implementation of new systems and technologies.

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