Neolytix - IT Support Specialist - Incident Management Tool

2 weeks ago

Gurugram, India Neolytix Full time

Job Description :


- Provides IT support to internal users.

- Should be comfortable interacting with international customers in English language.

- Will be part of a global support operations group virtual team with peers from Neolytix offices globally.

Experience & Qualifications :

- Candidate should have excellent communication.

- Good Knowledge of Laptop/Desktop troubleshooting.

- Knowledge about VPN/ Windows OS/O365/Active Directory/MFA/ Printer mapping.

Key Responsibilities :

- As an Associate, you will be required to Work from Office (Gurugram) in UK or US shifts, 5 days a week.

- As an Associate, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns.

- Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email, or walk-ins.

- Identify and escalate tickets requiring urgent attention and action.

- Log all contacts and document all the activities and results accurately and completely within the incident management tool.

- Deal with and resolve helpdesk requests.

- Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner.

- Assist with the setup, configuration, and maintenance of desktops, laptops, and other IT peripherals.

Skills Required :

- Previous IT helpdesk experience.

- Excellent communications skills (verbal and written).

- Knowledge on ITIL Framework and Terminologies.

- Knowledge on Windows, Mac operating systems & VDI environments.

- Demonstrated problem solving capabilities.

- Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner.

- Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN, and technologies.

- Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates.

- Provide standard applications support for applications including Outlook email, MS suite, O365, Zoom, Citrix, VPN, Browsers, etc.

- Continually develops and maintains technical skills to ensure high quality levels of technical support for end user.

- Knowledge in Password Resets, Account Lockouts, Connectivity issues (i.e., VPN, etc.), Endpoint security issues, Windows support, Outlook email support, Internet browser how to (Chrome, Explorer, etc.), Virtual Desktop, Collaboration (Teams, Webex, Zoom, etc.).

- Handling queries, Incident management, Processing service requests, User account administration, including password resets, Knowledge management article updates.

- Good knowledge of Active directory, MFA (Multi Factor Authentication) & Printer mapping.

(ref:hirist.tech)

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