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Technical Support Associate - Voice

Technical Support Associate - Voice

Tech Mahindra

1 - 3 years

2 - 5 Lacs

Hyderabad

Posted:3 months ago| Platform:

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Skills Required

L1 Support LAN Setup Microsoft Exchange Server MS Office

Work Mode

Work from Office

Job Type

Full Time

Job Description

Accountability 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 Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW) O365: Understanding of Microsoft Office (e.g. Office 365) Required candidate profile High Level of Communication Skills and ability to comfortably handle International Customers. Experience in Service Desk/Technical Support and in a Call Taking Role and competent to engage in first line interactions with end users. Flexibility to work in a 24*7 environment is mandatory Knowledge about Incident and Service desk management. Understanding of ITIL concepts Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues. Immediate joiners preferred. Must be graduate. Interested candidates can contact me on Email ID - SG001071852@techmahindra.com/ KK00890152@techmahindra.com

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Tech Mahindra

www.techmahindra.com

Information Technology & Services

Noida

125,000+ Employees

1495 Jobs

Key People

CP Gurnani

Managing Director & CEO
Vivek Agarwal

Global Head - Strategy and Marketing
Rohit Anand

Chief Financial Officer

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