Technical Support Specialist I

Job Title: Technical Support Specialist I

Location State: Haryana

Location City: Gurgaon

Experience Required: 1 Year(s)

CTC Range: 4 LPA

Shift: 24*7

Work Mode: Hybrid

Position Type: Contract

Openings: 1

Company Name:

About The Client:

An American technological research and consulting firm based in Stamford, Connecticut that conducts research on technology and shares this research through private consulting, executive programs, and conferences. Its clients include large corporations, government agencies, technology companies, and investment firms.

The Client serves over 12,000 organizations in over 100 countries with an employee strength of 15,000.

About The Job:

Essential Job Functions:

Qualifications:

• Act as the first point of contact for phone calls, chats, and Self-Service Tickets from internal associates regarding IT & Facilities related issues and queries.
• Log all phone calls, and chats, in our Ticketing tool, updating with relevant information and escalating as necessary within SLAs and to *** standards.
• Maintain accurate up-to-date status on all tickets with proper follow-up data and documentation.
• Ensure that all associates have been properly communicated before closing a ticket request.
• Provide first-line troubleshooting and resolutions upon initial contact, using our internal knowledgebase & various tools, and ensure we keep our First contact resolution high as possible.
• Assist associates with installation, configuration, and ongoing usability of system hardware and
• Assist with mobile device issues (Apple, Android, Windows Phone – any others)
• Perform basic hardware troubleshooting remotely.
• Develop and maintain a technical documentation knowledge base for desktop hardware and software applications and contribute to keeping the existing Knowledge base up to date.
• Meet or exceed all Helpdesk metrics and process requirements - Ticket management protocols, time tracking, communication requirements, etc.
• Treat all customers with courtesy and professionalism.
• Liaise with IT colleagues Tier 2 and Tier 2 IT teams, other Business units, and with your peers and Shift Managers whenever needed to ensure you do the right thing always,
• Good communication skills, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization.
• Working knowledge of Service Management Ticketing Tools like ServiceNow
• Working Knowledge of Contact Center and Chat Support
• Strong understanding of Windows Operating Systems
• Strong Understanding of Network concepts and troubleshooting
• Strong understanding of VPN Technologies
• Capable of working 24 X 7 X 365 in a rotational shift environment
• Amazing problem-solving skills
• Ability to occasionally adjust work schedule to meet business needs.
• Ability to maintain accurate technical knowledgebase, documentation, policies, and processes to a high level.
• Always meet the defined SLA

Must Have Skills:

• Excellent to Good Communication skills
• Technical Skills – Proficient in Troubleshooting with Hardware, Operating system Windows & mac(Would be good), Microsoft Apps – MS Office Suite
• Worked with Global Associates on calls and chats
• Good Command on ticketing tool like ServiceNow etc. and remote assistance tools
• Experience – more than 1 year in Service Desk or HelpDesk Support

How to Apply:

Unlock Rewards:

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

0-2 years INR 5,000

2-6 years INR 7,500

6+ years INR 10,000

About VARITE:

VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.