Application Support-Backup and Recovery Support

4 weeks ago


Bengaluru, India Quantified HR Private Limited Full time

JOB ROLE: Application Support-Backup and Recovery Support


Shift : Rotational Shift

Experience Range: 2- 8 years

Max Notice Period: 15 days

Location: BWT (Marathahalli)



Responsibilities:

·        Handle incoming calls, emails and chat from the users. Some account may require working on rotational shift

·        Ability to comprehend end users from International locations over the phone

·        Recording, classifying and prioritizing tickets

·        Providing initial support and troubleshooting based on Knowledge Base articles

·        Contributing to Knowledge Base with new articles

·        Taking a remote of an end users’ machine if required while troubleshooting  

·        Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during

initial support 

·        Monitoring the status and documenting the progress towards resolution of all open tickets 

·        Keeping affected users informed about the progress. 

·        Escalating the process if necessary 

·        Resolution confirmation and closure of tickets within the SLA 

·        Attend trainings and complete certifications for set competencies 

  

Technical Skills:


·        Ability to differentiate between different type of IT assets

·        Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and

Windows 11

·        Understanding of desktop applications and how do they work, installation & uninstallation

·        Ability to support users in business applications based on SOP’s

·        Troubleshooting Desktop/Application remotely

·        Ability to carry out Disk management, Disk Encryption, Wireless configuration

·        Ability to check utilization and availability, ability to perform start up and shut down services by following SOP

·        Ability to Install and configure email client, troubleshoot connectivity issues

·        Ability to troubleshoot calls for printers & copiers locally and remotely.

·        Very good verbal & written communication skills(Mandatory)

 

Backup and Recovery: (Required for Tech Support)

·        Technical understanding of native backup management tools & different types of backups

·        Ability to isolate system issues to back up job issues

·        Ability to provide SOP based support for configuring & troubleshooting backup related issues

·        Basic Networking (Protocols/OSI Layers/IP address) 





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