Technical Support Specialist - L2 Support

Gartner for HR

2 - 7 years

4 - 9 Lacs

chennai

Posted:Just now| Platform:

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Skills Required

networking helpdesk process improvement customer service asset management microsoft business solutions operations technical support recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Escalated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.
Remote office visits (when required): Evaluates and provides onsite support in remote office locations including resolving technical issues and building rapport with associates.
Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.
Events & Symposiums: To ensure Gartner delivers world class events to our clients, liaise with ITIO Event Manager and Events staff to provide technology services and support to associates and clients including making on the spot decisions requiring discretion and judgment which impact Gartner s client satisfaction.
Projects: Work on additional project work when required.
Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvement.
Participate in development, implementation, and improvement of support policies, process and best practices
Participate in proactively supporting associates e.g. Support Lounge, training, tech orientations etc.
Instills and drives customer satisfaction including continuous improvements.

What you will need:

Bachelor s Degree in or equivalent professional qualification
2+ years client service experience
2-4 years experience in an entry level technical support role.
Understands networking concepts; servers; LANs/WANs.
Experience using help desk call logging system.
Experience with standard Microsoft products and platforms.
Good problem - solving skills.
Good communicator, able to deal independently with staff throughout the organization (verbal and written).
Excellent customer service skills

Who you are:

Education qualification as graduate or postgraduate degree in Engineering is required
Excellent communication and prioritization skills.
Able to work independently or within a team proactively in a fast-paced AGILE-SCRUM environment.
Owns success - Takes responsibility for successful delivery of the solutions.
Strong desire to improve upon their skills in software development, frameworks, and technologies

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