Desktop Support Associate Technician

1 week ago


Ahmedabad, Gujarat, India TTEC Full time
Desktop Support Associate Technician

Roles and Responsibilities:

  • Provide tier 1 support, analysis and resolution planning for detected issues and seeks appropriate resolution of issues. (Desktop & Laptop, Application, Network, & Server Platform troubleshooting)
  • Responsible for receiving / logging calls from customers as per specified norms.
  • Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.
  • Responsible for handling all tickets across sites locally/remotely (Using remote tool) as per Global shift roster and guidelines.
  • Escalate and track the troubleticket progress with other support/next level teams to make sure the tickets are being resolved within agreed SLA time frame.
  • Responsible for proper shift handholding and handover process, all pending tasks/tickets should be given to next shift engineer with proper communication.
  • Responsible for support users from home whenever required to WFH
  • Ready to work in different shifts including Night shift. (24x7 shifts)

Experience:

  • Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.
  • Responsible for desktop, laptop, network, server level1 troubleshooting & fix.
  • Patch and security configuration compliance (includes virus detection for server and client and latest definition update)
  • Escalating the calls to vendor whenever required, analyse reports & recommend changes to process/technology wherever required
  • Documentation of the problems to support solution database for diagnostics and solution implementation.
  • E2E Case Management
  • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
  • Establishes and maintains excellent customer rapport.
  • Handling of monitoring tools and first level analysis of alerts generated
  • Handling Service request such has Create/ Delete/ Modify mailbox & mailbox properties.
  • Handling mailbox movement, mailbox size increase, AD account creation, Backup monitoring.
  • Responsible for multiple rollouts/release management whenever required.
  • Need to take customer calls when required.
  • Should be able work in different projects of IT.
  • High priority & E2E support to VIP users.
  • WFH support experience will be added advantage.

Skills Required:

  • Escalation and liaison both within TTEC Internal & external Support Teams both.
  • Patch and security configuration compliance (includes virus detection for server and client and latest definition update)
  • Escalating the calls to vendor whenever required, analyse reports & recommend changes to process/technology wherever required
,

  • Documentation of the problems to support solution database for diagnostics and solution implementation.
  • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
  • Establishes and maintains excellent customer rapport.
  • Handling of monitoring tools and first level analysis of alerts generated
  • Handling Service request such has Create/ Delete/ Modify mailbox & mailbox properties.
  • Handling mailbox movement, mailbox size increase, AD account creation, Backup monitoring.
  • Responsible for multiple rollouts/release management whenever required.
  • Need to take customer calls when required.
  • Should be able work in different projects of IT.
  • Should be having good understanding of new technologies and products.
  • Provide update to any issue whenever asked.
  • High priority & E2E support to VIP users.
  • Should be capable to support users from home whenever required to WFH

Primary Location:
: India-Gujarat-Ahmedabad

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