Technical Support Engineer l

1 week ago

India Ascendion Full time

DayToDay Responsbilities:
Work Hour Flexibility
Coverage: 24 x 7. o Flexibility to work in either morning / afternoon / night shift based on roster. End User Interaction Management

  • Responding to tickets (Service Now or other similar ITSM tool) from Service Desk in a Time Bound Manner.
  • Logging any direct queries / issues coming from end user (via of chat / email / phone) in Service Now
  • Tracking of all interactions with users and other support teams in ticketing system Teamwork
  • A team player who can support fellow team members o Willingness to fill-in for fellow team members when situation demands o Keep fellow team members updated o Ability to train new team members when situation arises
  • Rapidly establish a good working relationship with customers and other professionals, such as software developers
  • Flexibility to adjust work hours to support critical requirements
  • Ready to listen and accept feedback from colleagues and supervisor
  • A sense of responsibility and being reliable towards a common shared goal Process Knowledge
  • Must understand ticketing environment (Service Now preferred)
  • Basic understanding of "Time to Respond", "Time to Resolve" and intermittent follow-ups on tickets and tracking
  • Understanding of knowledge base and its importance
  • Documenting new learning – technical or procedural Technical Skillsets
  • Must have full understanding and experience maintaining, managing, and monitoring end-user computing infrastructure, running Windows 10.
  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners
  • Knowledge of monitoring and maintaining computer systems and networks
  • Repairing and replacing equipment or coordinating with external vendors
  • Testing new end user technology whenever applicable
  • Set-up / troubleshoot / configure as per documentation – telephony and conferencing tools
  • Knowledge on Microsoft technologies such as Microsoft Active Directory, DNS, DHCP, Group Policy, VDI
  • Exposure to usage and supporting of Citrix environment.
  • Must have supported office utility applications (. Word, Excel, Outlook, PowerPoint, Skype, Teams, WinZip, Chrome, Internet Explorer, etc...).
  • Exposure to setting up o365 user and configuring emails
  • Basic Network troubleshooting and coordinating with specialized teams.
  • Windows Patching Experience (SCCM preferred), & coordinating with Server teams
  • Ability to support login issues in relation to Active Directory
  • Ability and exposure to remote support tools
  • Previous experience with automated and manual backing-up of end-user data

Must Have:
Work Hour Flexibility
Coverage: 24 x 7. o Flexibility to work in either morning / afternoon / night shift based on roster. End User Interaction Management

  • Responding to tickets (Service Now or other similar ITSM tool) from Service Desk in a Time Bound Manner.
  • Logging any direct queries / issues coming from end user (via of chat / email / phone) in Service Now
  • Tracking of all interactions with users and other support teams in ticketing system Teamwork
  • A team player who can support fellow team members o Willingness to fill-in for fellow team members when situation demands o Keep fellow team members updated o Ability to train new team members when situation arises
  • Rapidly establish a good working relationship with customers and other professionals, such as software developers
  • Flexibility to adjust work hours to support critical requirements
  • Ready to listen and accept feedback from colleagues and supervisor
  • A sense of responsibility and being reliable towards a common shared goal Process Knowledge
  • Must understand ticketing environment (Service Now preferred)
  • Basic understanding of "Time to Respond", "Time to Resolve" and intermittent follow-ups on tickets and tracking
  • Understanding of knowledge base and its importance
  • Documenting new learning – technical or procedural Technical Skillsets
  • Must have full understanding and experience maintaining, managing, and monitoring end-user computing infrastructure, running Windows 10.
  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners
  • Knowledge of monitoring and maintaining computer systems and networks
  • Repairing and replacing equipment or coordinating with external vendors
  • Testing new end user technology whenever applicable
  • Set-up / troubleshoot / configure as per documentation – telephony and conferencing tools
  • Knowledge on Microsoft technologies such as Microsoft Active Directory, DNS, DHCP, Group Policy, VDI
  • Exposure to usage and supporting of Citrix environment.
  • Must have supported office utility applications (. Word, Excel, Outlook, PowerPoint, Skype, Teams, WinZip, Chrome, Internet Explorer, etc...).
  • Exposure to setting up o365 user and configuring emails
  • Basic Network troubleshooting and coordinating with specialized teams.
  • Windows Patching Experience (SCCM preferred), & coordinating with Server teams
  • Ability to support login issues in relation to Active Directory
  • Ability and exposure to remote support tools
  • Previous experience with automated and manual backing-up of end-user data

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